Major contract win for Motherwell business

PRESS RELEASE: A major contract awarded by B&Q to contact centre Ascensos will see the Motherwell based business open a new office in Clydebank, West Glasgow. The new multimillion pound contract will double Ascensos’ total workforce to 750 people and ensure it is on target to employ over 1,000 people by 2017. The contract will see this support expanded to include all of B&Qs customer service channels including telephone, email, web and chat services, from October 2016. Continue reading Major contract win for Motherwell business

Kobie Marketing Selects Aspect Software’s Zipwire and Workforce Management to Transition its Contact Center Operations to the Cloud

PRESS RELEASE: Aspect Software announced that Kobie Marketing, recognized leader in loyalty marketing and industry pioneer, selected to deploy Aspect’s cloud contact center solution, ZipwireTM and Aspect EQTM Workforce ManagementTM (WFM) Cloud. With Zipwire, Kobie will be able to offer omni-channel self-service experiences via chat, email, SMS, social media, and voice. WFM Cloud will ensure that the right agents, with the right skills are available at the right times to serve customers. Continue reading Kobie Marketing Selects Aspect Software’s Zipwire and Workforce Management to Transition its Contact Center Operations to the Cloud

Zendesk Brings The Power Of Machine Learning To Customer Service With Automatic Answers

PRESS RELEASE: Zendesk announced the launch of Automatic Answers, a feature powered by machine learning within Zendesk that helps customers solve their inquiries faster and enables businesses to have more efficient support teams. Zendesk is one of the first customer service platforms implementing machine learning to natively auto-respond to customer tickets with relevant knowledge base articles, helping solve and deflect customer inquiries before they ever reach an agent. Continue reading Zendesk Brings The Power Of Machine Learning To Customer Service With Automatic Answers

Survey Finds 84% of Consumers Expect Companies to Respond Within 24 Hours After Posting on Social Media

PRESS RELEASE: Consumers are increasingly using multiple channels to contact brands, and expectations for a response time are soaring, especially when it comes to social media, with 47% expecting a response within an hour, and 84% waiting no longer than a day. Fuelled by increased mobile engagement and the rise of social media, nearly half of all people surveyed will comment on social media if their experience with a company is good or bad.   Continue reading Survey Finds 84% of Consumers Expect Companies to Respond Within 24 Hours After Posting on Social Media