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

Bold Cloud Move Lifts Panviva Business Performance

PRESS RELEASE: Panviva made a winning bet on the cloud last year. Effective July 1, 2014, the start of the company’s Fiscal Year 2015 (FY 2015), Panviva stopped selling on-premise software and channeled all resources into SupportPoint Cloud. The first six months of FY 2015 validated the strategy. Panviva’s US customer base increased by 13 percent. Continue reading Bold Cloud Move Lifts Panviva Business Performance

Confirmit Introduces new Software-as-a-Service Environment in Australia and New Zealand

PRESS RELEASE: Confirmit has responded to growing demand in Australia and New Zealand for fast, reliable and secure Software-as-a-Service (SaaS) solutions with the launch of a new SaaS environment for Confirmit Horizons in the region. Continue reading Confirmit Introduces new Software-as-a-Service Environment in Australia and New Zealand

CallMiner Receives Best Practice Award for Performance Management Solution Implementation

PRESS RELEASE: CallMiner, rated first in customer satisfaction for interaction analytics solutions, announced that it has been recognized by the SQM Group for helping Pershing LLC, a subsidiary of The Bank of New York Mellon Corporation and CallMiner customer, utilize CallMiner’s customer interaction analytics solutions to help improve and maintain first call resolution (FCR) and customer experience performance. Continue reading CallMiner Receives Best Practice Award for Performance Management Solution Implementation

Travel and Hospitality Leader Selects inContact to Unify Customer Service Operations Across Multiple US Contact Centers

PRESS RELEASE: inContact announces that a leading travel and hospitality provider has selected their cloud platform to unify customer service operations across more than five contact centres. With more than 350 agents providing booking services and other key vacation information, inContact will help the company have a more comprehensive and strategic view of their operations. Continue reading Travel and Hospitality Leader Selects inContact to Unify Customer Service Operations Across Multiple US Contact Centers

8×8 Announces Updated Apps Now Available on Salesforce AppExchange

PRESS RELEASE: 8×8 announced it has two new product integrations based on the Salesforce1 Platform. Since its original listing on the AppExchange in 2008, 8×8 has enabled thousands of Salesforce Sales and Service Cloud customers to improve operational efficiencies, build more effective sales organizations and optimize customer engagements with its integrated Virtual Office and Virtual Contact Center solutions. Continue reading 8×8 Announces Updated Apps Now Available on Salesforce AppExchange