Six customer engagement topics that will be hot in 2016

BLOG: Cloud technology, social customer service, Customer Effort, omni-channel communications, speech analytics and Big Data have been amongst the most debated contact centre subjects of 2015.  But what does the future hold?  Martin Taylor, Director of Content Guru, predicts six topics we’ll all be debating in 2016: Continue reading Six customer engagement topics that will be hot in 2016

‘You don’t know me’: Consistency and personalisation are key to customer service success

BLOG: Providing your customers with a consistent, tailored experience across all channels should be one of your company’s primary business goals. But how best to make it happen? Chris Hall, Chief Marketing Office at Transversal, sat in on a recent webinar with partner Pitney Bowes to explain. Continue reading ‘You don’t know me’: Consistency and personalisation are key to customer service success

Five Steps to Speech Analytics Success

BLOG: Borge Astrup, managing director, customer contact division at Intelecom reveals 5 steps to speech analytics success: Good managers intuitively know that listening to what customers have to say is a critical success factor when it comes to doing business.  The highest performing companies actively encourage honest client feedback to gain valuable business insights. This leads to tangible operational efficiency and service improvements to boost customer loyalty and positively impact the all-important bottom line.   Continue reading Five Steps to Speech Analytics Success

Questback confirms it meets stringent, revised EU data transfer regulations

PRESS RELEASE: In light of the recent European Court of Justice ruling to invalidate the Safe Harbour data-transfer agreement between the U.S. and European Union/European Economic Area (EEA), Questback confirmed that it remains compliant with the EU/EEA data protection regulations. The new ruling means that technology companies processing data under the Safe Harbour framework are no longer in compliance with the EU/EEA regulations, and that customers using such services may be in breach of the law. Continue reading Questback confirms it meets stringent, revised EU data transfer regulations