Digital Customer Experience is Missing the Human Touch

PRESS RELEASE: While digital technology is fast transforming the global contact centre industry, advances in customer experiences are being slowed by people, and not the technology itself. In fact, the pace of digital uptake isn’t reaching its potential, resulting in widening gaps between service delivery and customer expectations. Continue reading Digital Customer Experience is Missing the Human Touch

EE to Recruit Over 200 New Employees for North Tyneside Site

PRESS RELEASE: EE, recently ranked in the top 10 big companies in The Sunday Times Best Place to Work awards and the best large technology employer, is holding a recruitment fair this Saturday, 2 April, at its site in North Tyneside. This will see one of the largest employers in the area launch 210 new roles across its customer service and sales departments. Continue reading EE to Recruit Over 200 New Employees for North Tyneside Site

The American Society of Composers, Authors & Publishers Increases Customer Satisfaction in “Just a Few Clicks” with LogMeIn’s BoldChat

PRESS RELEASE: LogMeIn announced that The American Society of Composers, Authors and Publishers (ASCAP) is using LogMeIn’s live chat and multi-channel customer engagement solution, BoldChat, to help increase customer satisfaction and agent productivity. Continue reading The American Society of Composers, Authors & Publishers Increases Customer Satisfaction in “Just a Few Clicks” with LogMeIn’s BoldChat

ShoreTel Connect CLOUD Enables Non-Profit NJ SHARES to Deliver Exceptional Customer Service

GuidelinBrnd_DsgnGd_120602.qxdPRESS RELEASE: ShoreTel® announced that non-profit NJ SHARES is a new ShoreTel Connect™ CLOUD customer. A ShoreTel customer since 2010, NJ SHARES is now running ShoreTel Connect CLOUD for its employees, providing enhanced communications features along with more robust reporting capabilities. Continue reading ShoreTel Connect CLOUD Enables Non-Profit NJ SHARES to Deliver Exceptional Customer Service

New Call Center Monitoring Solution Bridges Gap for Cisco UCM Users

PRESS RELEASE: Metropolis Technologies announced the availability of their new solution for Cisco Call Manager users, QLIVE Call Center Monitoring. The product has launched amidst a whirlwind of anticipation in the call center sector, promising to provide real-time wallboards, team dashboards, and KPI monitoring statistics to help call center managers maintain their SLA, as well as to react to communication trends before they escalate. Continue reading New Call Center Monitoring Solution Bridges Gap for Cisco UCM Users

Ultracomms Achieves Payment Card Industry Data Security Standard (PCI DSS) Level 1 Certification for its Cloud Platform

PRESS RELEASE: Ultracomms announced that it has been certified as compliant with the Payment Card Industry Data Security Standard (PCI DSS) v3.1, achieving PCI DSS Level 1 accredited service provider status for its entire platform. This certification means that all calls made over the Ultracomms cloud platform are secure, and underlines Ultracomms’ commitment to maintaining the highest standards of data integrity and providing completely secure payment card transaction processes for customers. Continue reading Ultracomms Achieves Payment Card Industry Data Security Standard (PCI DSS) Level 1 Certification for its Cloud Platform

TeleTech Releases New Don Peppers Customer Experience Book

PRESS RELEASE: TeleTech announced the release of the new e-book, Customer Experience: What, How and Why Now by Don Peppers, founding partner of Peppers & Rogers Group that is now part of TeleTech Consulting. The e-book is a compilation of Peppers’ short articles and blog posts that provide insights and recommendations on how to build deeper and more profitable relationships with customers. Continue reading TeleTech Releases New Don Peppers Customer Experience Book

TelStrat Welcomes Mike Berlin as Senior Vice President, Global Sales and Business Development

PRESS RELEASE: TelStrat, an industry-leading developer of call recording, quality management, and workforce optimization solutions announced the addition of Mike Berlin to its executive management team. Mike will serve as Senior Vice President, Global Sales and Business Development and will be responsible for all TelStrat sales and sales engineering activities. Continue reading TelStrat Welcomes Mike Berlin as Senior Vice President, Global Sales and Business Development