Callback for Everyone: Virtual Hold Technology Expands Market Reach With Acquisition of CALLPROMISE

PRESS RELEASE: Contact centers increasingly turn to the cloud for solutions that once required cumbersome technology investments. To fuel callback services that scale to any contact service investment, Virtual Hold Technology (VHT) has acquired CALLPROMISE, a multichannel, cloud-based, callback-platform provider. Continue reading Callback for Everyone: Virtual Hold Technology Expands Market Reach With Acquisition of CALLPROMISE

Grass Roots and Questback launch Tune to transform customer experience feedback for midsize brands

PRESS RELEASE: Grass Roots and Questback announce the launch of Tune, a quick-to-deploy packaged customer survey solution based on proven Customer Experience (CX) approaches already in place with major brands. Designed by industry experts, it will enable brands to listen to and act upon their customers’ feedback. Continue reading Grass Roots and Questback launch Tune to transform customer experience feedback for midsize brands

VoiceSage Upgrades To The Big Data Level

PRESS RELEASE: Fast-growing proactive contact services leader VoiceSage has announced the latest improved version of its cloud-based voice and SMS messaging suite. The new version of the solution from the Irish headquartered business services leader will help organisations across multiple sectors meet their customer communications challenges says the firm. Continue reading VoiceSage Upgrades To The Big Data Level

eg operational intelligence® delivers further benefits within Geoban Collections & Recoveries

PRESS RELEASE: Geoban UK, a wholly owned subsidiary of Banco Santander and a non-profit plc registered in the UK, forms part of the Santander Group and manages transactions conducted by the Group’s banks and financial institutions in the countries where it operates. The eg operational intelligence® software suite was successfully implemented within Geoban UK in 2012, together with associated training and support. Continue reading eg operational intelligence® delivers further benefits within Geoban Collections & Recoveries

Avaya Customer Engagement Solutions Improve Efficiency for Largest Utility in Republic of Tatarstan

PRESS RELEASE: Avaya announced the completion of a multi-year contact center modernization project for the largest state-owned utility in the Republic of Tatarstan. The project provides JSC Network Company Tatarstan with an efficient, multimedia customer service operation to serve nearly 3.7 million consumers in one of Russia’s most industrialized regions. Continue reading Avaya Customer Engagement Solutions Improve Efficiency for Largest Utility in Republic of Tatarstan

New report finds Amazon.co.uk tops the charts for customer service

PRESS RELEASE: Amazon.co.uk is the organisation with the highest levels of customer satisfaction in the UK, according to the latest UK Customer Satisfaction Index (UKCSI) from the Institute of Customer Service. Second to the online retailer is Wilko, which rose from 45th place last year, followed by Land Rover, which has climbed 54 places since July 2015, and food retailers Waitrose and Marks & Spencer Food. Continue reading New report finds Amazon.co.uk tops the charts for customer service

New report shows clock is ticking for banks with poor customer service

PRESS RELEASE: Customer service in the retail banking sector has failed to improve over the past year, despite moves to increase competition and quality of service. This is according to the latest UK Customer Satisfaction Index (UKCSI) – released today by The Institute of Customer Service – which found that banking is the only sector of the economy that hasn’t improved its rating for customer satisfaction since July 2015. Continue reading New report shows clock is ticking for banks with poor customer service

Public fundamentally misunderstands contact centres, new YouGov survey shows

PRESS RELEASE: A new YouGov survey by global technology integrator Aquarium Software shows that the British public fundamentally misunderstands the purpose and role of contact centres. While, in reality, just 4% of contact centres are exclusively sales-based, 75% of Brits think at least half of all contact centre activity is dedicated purely to making sales calls. Continue reading Public fundamentally misunderstands contact centres, new YouGov survey shows