Q&A with William Durr of Verint

Question: The WFM team here is investigating whether an outbound forecasting and scheduling tool might be suitable for our 250 seat outbound telemarketing operation. The people who run this operation seem to get by on spreadsheets and gut feelings, some have been in outbound telemarketing for decades. Our research seems to suggest that we, the forecasters, need to input some important metrics before good scheduling results can be realized. What’s the scoop? Continue reading Q&A with William Durr of Verint

Head of Customer Contact (UK will need flexibility to travel)

Job Ref: DJMA1592
Job Title: Head of Customer Contact
Location: UK will need flexibility to travel
Salary: £competitive salary to attract the best to include; base salary, bonus and benefits.’

Have you been looking to introduce, or lead multi channel, or digital customer service across your operations; embracing social media, web or video chat for customer contact, to improve service, enhance sales, reduce complaints and deliver a best in class customer experience? If so, then Douglas Jackson would like to talk to you. Continue reading Head of Customer Contact (UK will need flexibility to travel)

inContact and Black Box Partner to Improve Enterprise Customer Service Operations by Migrating to the Cloud

PRESS RELEASE: inContact, the leading provider of cloud contact centre software and Black Box Network Services, a leading technology solutions provider announced a joint agreement to meet growing demand among enterprises looking for a smooth migration path to the cloud to accelerate innovation and to improve customer satisfaction. Continue reading inContact and Black Box Partner to Improve Enterprise Customer Service Operations by Migrating to the Cloud

Transcom Strengthens Presence in Latin America and Spain with Orange Business Services

PRESS RELEASE: Global customer experience specialist Transcom has selected Orange Business Services to supply IP VPN connectivity to the contact centres it operates in Colombia and Spain. The Colombian contact center is part of the company’s strategic move into Latin America, which is a vital offshoring destination for Spanish-language customer support. Through the new connectivity, Transcom has reduced operating costs and improved customer experience in the contact centres. The company also benefits from better management visibility and a platform for future business growth in Latin America and beyond. Continue reading Transcom Strengthens Presence in Latin America and Spain with Orange Business Services

Frost & Sullivan Commends Oracle Service Cloud for Industry-Leading, Co-browsing Solution

PRESS RELEASE: Frost & Sullivan has recently recognized Oracle Service Cloud with the 2014 North American Co-browsing Applications Product Leadership Award. By improving the co-browsing and screen-sharing experience with Oracle Co-browse’s TrueView feature – acquired from LiveLOOK, Oracle Service Cloud has established itself as an industry leader and is revolutionizing modern customer service solutions. Continue reading Frost & Sullivan Commends Oracle Service Cloud for Industry-Leading, Co-browsing Solution