Global Remote Services (GRS) reports why call centre outsourcing is undergoing radical change

PRESS RELEASE: Global Remote Services (GRS) reports why call centre outsourcing is undergoing radical change. According to industry sources, call centre outsourcing is hitting record levels in Europe, with more contracts than ever before, and by some counts volumes are ahead of those in the US as a whole. Continue reading Global Remote Services (GRS) reports why call centre outsourcing is undergoing radical change

Six ways to manage AHT in multi-channel contact centres

BLOG: by Thomas Rødseth, VP of Product & Marketing at Intelecom, takes a closer look at Average Handle Times in multi-channel contact centres… With all the talk of Customer Experience Management and Customer Effort, it’s easy to forget that customer service managers don’t have bottomless pits of money. Best practice in contact centre management isn’t just about being effective, it’s also about being efficient. That is why many traditional measures of call centre performance, such as Average Handle Time (AHT), are as relevant as ever. Continue reading Six ways to manage AHT in multi-channel contact centres

Inspired Outsourcing creates 80 new jobs in the North East

(L) Head of operations, Kevin Hutchinson with director, Paul Crampsey (R) at Inspired headquarters in Newcastle.
(L) Head of operations, Kevin Hutchinson with director, Paul Crampsey (R) at Inspired headquarters in Newcastle.

PRESS RELEASE: Growing call centre Inspired Outsourcing is recruiting for 80 positions after securing a new contract with a leading energy supplier. The Newcastle-based outsourcing centre agreed expansion plans with its existing client, Scottish Power, earlier this month and is looking to hire new sales advisors and a team manager, as well as recruiting for a number of quality support roles. Continue reading Inspired Outsourcing creates 80 new jobs in the North East

Firstsource Solutions wins gold at the UK Customer Experience Awards

PRESS RELEASE: Firstsource Solutions has won gold in the Technology and Telecoms category for its work with NOW TV at this year’s UK Customer Experience Awards. Firstsource also came in second place in the Engaging Customers Online category for its work with giffgaff, the mobile telephone network. Continue reading Firstsource Solutions wins gold at the UK Customer Experience Awards

Netcall announce £1.5m contract win

PRESS RELEASE: Netcall is pleased to announce that it has secured a minimum £1.5 million contract with a FTSE 250 company. The company is an existing customer of Netcall’s business process automation product. The new five year contract is for the delivery and use of Netcall’s Liberty omni-channel Contact Centre, Unified Communications, Workforce Optimisation and Customer Experience Manager solutions. Each module will be delivered using the Liberty Software as a Service (SaaS) model. Continue reading Netcall announce £1.5m contract win

FCP Technologies launches Web Voice Synchronisation in the UK Market

PRESS RELEASE: FCP Technologies, a leading provider of cloud telephony solutions, announced the public launch of Web Voice Synchronisation (WVS) with its Weblyrical product. Weblyrical is a unique contact centre technology that maximises call efficiency and value whilst revolutionising the customer experience. It converts a static website into a platform for collaboration and therefore enables contact centres to provide truly integrated and personalised customer experience. Continue reading FCP Technologies launches Web Voice Synchronisation in the UK Market

Panasonic serves up next generation PBX system

PRESS RELEASE: Panasonic has announced the launch of the KX-NSX, the newest addition to its range of business communication systems, designed to give businesses the flexibility to connect with their customers wherever they are and from whatever device they are using. The KX-NSX is an affordable multi-connection PBX server with centralised management capabilities, which supports between 50 and 2000 users across 32 sites. Continue reading Panasonic serves up next generation PBX system

Salesforce Delivers Salesforce Commerce Cloud, the Fastest Path to Unified Commerce

PRESS RELEASE: Salesforce delivered Salesforce Commerce Cloud, the fastest path to unified commerce. Commerce Cloud, based on Salesforce’s acquisition of Demandware, enables brands to provide personalized experiences for shoppers that span web, mobile, social and in-store. And now, as part of the world’s #1 CRM platform, brands can deliver completely unified experiences for customers that extend beyond commerce to include marketing, customer service and more. Continue reading Salesforce Delivers Salesforce Commerce Cloud, the Fastest Path to Unified Commerce

Channel Veteran Robinder Koura Joins RingCentral to Lead Channel Sales for EMEA

PRESS RELEASE: RingCentral UK, a wholly owned subsidiary of RingCentral announced the appointment of channel veteran Robinder Koura as head of Channel Sales for EMEA. In this role, Koura will be responsible for partner programme expansion and activities. As companies in every industry and country continue to realise the benefits of cloud-based solutions, EMEA-based channel partners will be well positioned to deliver RingCentral solutions to a global customer base. Continue reading Channel Veteran Robinder Koura Joins RingCentral to Lead Channel Sales for EMEA

InMoment and Clients New Look and iNTERTAIN celebrate wins at UK Customer Experience Awards

InMoment, a customer experience (CX) optimisation platform, celebrated victory with clients and other CX leaders at the UK Customer Experience Awards in London over the weekend. InMoment’s innovative prompting technology, Active Listening, won a silver award in the New Product/Product – Making the Most of Technology category during the 2016 ceremony. Continue reading InMoment and Clients New Look and iNTERTAIN celebrate wins at UK Customer Experience Awards