Weight Watchers Appoints Spark Response to Manage Customer Service

PRESS RELEASE: Spark Response has been awarded a contract which will see it provide multi-channel customer service support to the world’s leading commercial provider of weight management services; Weight Watchers. The contract sees Weight Watchers re-shore its UK customer service operations, which have been based oversees for a number of years. Spark Response will manage all customer care on behalf of Weight Watchers, across voice, email and social media channels. Continue reading Weight Watchers Appoints Spark Response to Manage Customer Service

Positively speaking: positive persona key to productive call centre conversations

julianGuest Post by Julian Sinclair, Global Head of Marketing at ipSCAPE, discusses how as a key point of contact for customers, call centre agents need to remain positive at all times… As a key contact point for customers, call centre agents are trained to treat customers with respect, respond politely and to make the experience as positive as possible, regardless of the customer’s attitude. Consumers, on the other hand, don’t have to adhere to the same rules. Call centre agents are often faced with agitated, frustrated and even angry callers. Continue reading Positively speaking: positive persona key to productive call centre conversations

NewVoiceMedia announces Winter ’17 release to transform the way businesses connect with customers worldwide

NewVoiceMedia announced its Winter ’17 release today, unveiling product enhancements that will transform the way businesses of all sizes connect with their customers worldwide. While NewVoiceMedia creates updates to its ContactWorld technology every week, as a company with cloud computing and agile development methods at its core, it is revealing a number of new product features to offer sales and service teams improved performance, efficiency, user experience and infrastructure. Continue reading NewVoiceMedia announces Winter ’17 release to transform the way businesses connect with customers worldwide

Capita and West Midlands Fire Service launch 999EYE

PRESS RELEASE: An innovative solution has been launched that enables emergency control rooms to be at the heart of unfolding incidents by viewing live footage streamed from eye witnesses at the scene. Launched by Capita in collaboration with West Midlands Fire Service, 999EYE is the first-ever smartphone solution that enables 999 callers, with compatible mobile devices, to securely send live footage or images of incidents to emergency service control rooms. Continue reading Capita and West Midlands Fire Service launch 999EYE