Central knowledgebase puts contact center agents at the forefront of the M&S customer service strategy

BLOG: With customers nowadays contacting brands online, in-store and over the phone it’s more important than ever that large organisations are presenting real-time, consistent information to their customers – whatever their preferred method of contact may be. While large retailers such as M&S are already reaping the benefits of a centralised knowledgebase to streamline the customer service function, other smaller retailers are falling behind. Mark White, Director of Global Sales, Enterprise Solutions at Transversal takes a look at the success of Marks and Spencer’s customer service strategy and offers top tips for Contact Centre News readers on adopting a central knowledgebase. Continue reading Central knowledgebase puts contact center agents at the forefront of the M&S customer service strategy

Leading Cruise Company to Implement Verint Customer Engagement Optimization Solutions

PRESS RELEASE: Verint® Systems Inc. announced that a leading cruise company will implement Verint Workforce Optimization™,Verint Speech Analytics™ and the Verint PCI (Payment Card Industry) solution in several customer engagement centres across its cruise line brands. Continue reading Leading Cruise Company to Implement Verint Customer Engagement Optimization Solutions

Clarabridge Appoints David Tweddle as Senior Vice President of EMEA Sales

PRESS RELEASE: Clarabridge announced the appointment of David Tweddle as Senior Vice President of EMEA Sales. Tweddle joins Clarabridge’s senior team after more than 15 years as the Vice President of UK Commercial Sales at Oracle, where he led a number of businesses delivering customer value from Services, Support, Application, Technology and SaaS solutions. At Clarabridge, Tweddle will drive the overall growth strategy for the Europe, Middle East and Africa regions. Continue reading Clarabridge Appoints David Tweddle as Senior Vice President of EMEA Sales