“Tangled” telco market needs to re-think business model, says Aspect

aspect-logo-std-full-RGBBLOG: Market challengers, smaller players, regional and international legislation, and constantly connected consumers, are all coming together to create some of the most competitive trading conditions for years in the telco market. Tim Howling, Head of Telco at Aspect Software, believes that the bigger players may end up ‘tangling’ customers with a complex web of products, services, and a growing number of providers. Continue reading “Tangled” telco market needs to re-think business model, says Aspect

South Hams District Council and West Devon Borough Council sign £1.5 million shared ICT services deal with Civica

PRESS RELEASE: Civica, a market leader in specialist systems and business process services that helps organisations transform the way they work, has signed a contract with South Hams District Council and West Devon Borough Council (SHWD) to transform the ICT which underpins their organisations. The shared services deal, worth £1.5 million, will enable both councils to digitise and re-design internal operations, as well as public services, to cut costs, improve efficiency and create a sustainable customer-facing model. Continue reading South Hams District Council and West Devon Borough Council sign £1.5 million shared ICT services deal with Civica

GamCare’s blended mplsystems contact solution selected for ECCCSA multi-channel award category

PRESS RELEASE: Multi-channel contact centre technology specialist mplsystems has been shortlisted alongside its customer GamCare in the new Multi-Channel Customer Service category of the 2014 European Call Centre and Customer Service Awards. Continue reading GamCare’s blended mplsystems contact solution selected for ECCCSA multi-channel award category

Businesses lose £750,000 as Europe lags behind rest of the world in meeting customer expectations

PRESS RELEASE: Fewer than 20% of companies globally are delivering the level of service their customers expect, according to a new study from Avaya, a global provider of business collaboration and communications solutions and services. The research suggests that European companies lag behind their Asian and American counterparts when it comes to closing the gap between customer expectations and the service they deliver and are missing out on potential profit increases as a result. Continue reading Businesses lose £750,000 as Europe lags behind rest of the world in meeting customer expectations

BACCO organized Training Program on Skill Development for BPO Professionals

PRESS RELEASE: Bangladesh Association of Call Center & Outsourcing (BACCO) organized a day long training program on ‘Effective Workforce Planning & Management Techniques for Call Center Professionals’ on 10 May 2014. The program was supported by ICT Business Promotion Council (IBPC), Ministry of Commerce as part of its industry development and promotion activities. Continue reading BACCO organized Training Program on Skill Development for BPO Professionals