Consumers still in the dark about role of contact centres

PRESS RELEASE: Contact centres need to do more to improve the public’s view of them. Despite the industry’s ongoing efforts, a YouGov survey on behalf of Aquarium Software revealed the first thought of almost nine in ten Brits when answering the phone to a contact centre is the expectation they are going to be sold something. Aquarium says contact centres need to meet the challenges of customer service issues and technology is the key to turning negative consumer perceptions around. Continue reading Consumers still in the dark about role of contact centres

Verint Mobile Work View Extends Employee Engagement Capabilities on Mobile Devices

PRESS RELEASE: Verint® Systems announced the availability of its new Mobile Work View™ solution, an app that further extends common work activities across devices—from desktops to smartphones—enabling employees to access workplace information anytime, anywhere. These changes include integrating “bring your own device” (BYOD) and mobile apps in the workplace. Continue reading Verint Mobile Work View Extends Employee Engagement Capabilities on Mobile Devices

TeleTech Technology Offers Turnkey Complimentary Trial of CaféX’s Real-Time Agent Coaching Solution

PRESS RELEASE: TeleTech Technology announced the launch of a free sixty-day trial of Supervisor Assist, the award-winning solution from CaféX Communications® for remote live coaching and training of contact center agents over the web. This turnkey offer allows companies with Cisco® and Avaya collaboration systems to pilot Supervisor Assist’s over-the-shoulder online coaching experience from any web browser. Continue reading TeleTech Technology Offers Turnkey Complimentary Trial of CaféX’s Real-Time Agent Coaching Solution

Edgewater Networks and Yealink Announce Mid-Market Unified Communications Solution

PRESS RELEASE: Edgewater Networks and Yealink have expanded their partnership with the introduction of a complete solution specifically designed to deliver advanced, enterprise-level communication functionality with an economic model suited for small-to-medium sized businesses. Continue reading Edgewater Networks and Yealink Announce Mid-Market Unified Communications Solution

Survey of 6,400+ Consumers Reveals Tier One Calls No Longer Exist

PRESS RELEASE: Brands are nearly 50 percent more likely to lose a consumer after an unsatisfying and difficult customer experience, according to the CX (Customer Experience) Metrics & Omnichannel Trends Report released by Convergys. The research reveals the methods companies can use to build and expand brand loyalty based on consumer feedback from their most recent customer service experiences. Continue reading Survey of 6,400+ Consumers Reveals Tier One Calls No Longer Exist