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

Suddenlink Deploys Cloud-Based NetCracker CRM Solution to Optimize Customer Experience

PRESS RELEASE: NetCracker Technology announced that Suddenlink Communications, among the largest cable broadband services providers in the United States, has deployed the NetCracker CRM solution which is seamlessly integrated with the NetCracker Revenue Management capabilities. The expanded BSS suite will help Suddenlink deliver a more comprehensive customer experience and optimize customer care, sales and marketing operations. Continue reading Suddenlink Deploys Cloud-Based NetCracker CRM Solution to Optimize Customer Experience

Large Consumer Retail Company Moves to inContact’s Scalable Cloud Solution to Power its Growing Customer Service Department

PRESS RELEASE: inContact announced a major retail company is moving its contact center operations to inContact’s unified cloud platform. inContact’s functional and flexible cloud based solution will provide the support needed as the company expands operations and grows its workforce. Continue reading Large Consumer Retail Company Moves to inContact’s Scalable Cloud Solution to Power its Growing Customer Service Department

Mitel Reinforces European Management Team as Market Begins Migration to Mobile First and Cloud-Enabled Solutions

Mitel®  announced the appointment of two new senior sales executives to further accelerate the company’s market leading position in EMEA. With the #1 market share position in EMEA* and the industry’s fastest growing global cloud business, the appointments come as Mitel expands its cloud and integrated real-time communications offering across Western Europe. Continue reading Mitel Reinforces European Management Team as Market Begins Migration to Mobile First and Cloud-Enabled Solutions

John Whitty appointed CEO at Solar Communications to drive growth

PRESS RELEASE: Solar Communications has appointed John Whitty as CEO to accelerate the next phase of growth and development for the company. Formerly managing director of GCI, one of the UK’s largest independent service providers, Whitty brings over 30 years’ experience in the telecommunications and managed services sector to Solar. Continue reading John Whitty appointed CEO at Solar Communications to drive growth