Noble Harmony v6 Improves Agent Productivity and Reporting

Noble Systems, a global leader in omnichannel contact centre technology solutions, announces the release of Noble® Harmony 6, adding powerful new functionality to improve agent productivity and management of contact centre services to its web-based, mobile-accessible supervisor interface for remote and mobile contact centre management. Continue reading Noble Harmony v6 Improves Agent Productivity and Reporting

Too Many Chats Can Spoil Your CSATs

scott-horn-cmo-247Guest Post By Scott Horn, Chief Marketing Officer of [24]7… You may have heard this argument time and time again: chat is a very productive channel to use when interacting with customers because a chat agent can talk to more than one customer at the same time. A skilled agent who can type quickly and who maybe has a few ready-made answers available for frequently asked questions that can be recalled with just a few keystrokes, can often run four or five conversations at the same time, if they have the right ‘calm under pressure’ temperament. Continue reading Too Many Chats Can Spoil Your CSATs

Sunrise Selects Amdocs to Further Digitalise Call Centre Operations, Improving Customer Service

PRESS RELEASE: Amdocs announced that Sunrise, the largest private service provider in Switzerland offering mobile, fixed, broadband Internet and TV services, has selected to enhance its existing Amdocs customer management solution to further digitalise its call centre operations. Following rollout, Sunrise will be able to equip its call-centre agent screens with a single, intuitive and process-driven interface, unified across lines of business, with easy-to-use widgets. Continue reading Sunrise Selects Amdocs to Further Digitalise Call Centre Operations, Improving Customer Service

Brexit fuels record turnover for CALLCARE

PRESS RELEASE: Call handling service CALLCARE has achieved record turnover month-on-month since the UK’s decision to leave the EU. The company, which has offices in Salford, has secured £2 million of new business since the vote to leave the EU in June 2016. It attributes this to corporations and large businesses looking to outsource due to rising wage costs and increased demands on customer services. Continue reading Brexit fuels record turnover for CALLCARE