Britain’s secret customer service army: unsupported and undertrained

PRESS RELEASE: Britain has a secret army of untrained customer service workers who are stretched to breaking point as businesses fail to invest in technology or training. Currently there are 766,000 people working in contact centres in the UK.1 However, there are more than 4.6 million additional staff dealing with customer service enquiries, who don’t work in a traditional contact centre.2 Continue reading Britain’s secret customer service army: unsupported and undertrained

Webhelp and honeybee Form Partnership to Revolutionise Contact Centre Sales Operations

honeybee, a pioneer set to transform the way people buy and sell, has announced a partnership with Webhelp, one of the world’s leading customer experience and business process outsourcers. The collaboration will see Webhelp introducing the honeybee solution into contact centres across the globe, improving the customer journey for organisations in a wide range of regions and industries. Continue reading Webhelp and honeybee Form Partnership to Revolutionise Contact Centre Sales Operations

BGL Group invests in Customer Excellence programme to build multi-channel capability.

BGL Group’s strategic focus is to make a difference for its customers, colleagues and communities. The Group has developed a Customer Excellence strategy intended to utilise digital technology with the aim of improving overall customer experience. BGL is a leading digital distributor of household finance products to more than eight million customers who are serviced through Fusion contact centres across the UK. Continue reading BGL Group invests in Customer Excellence programme to build multi-channel capability.

Bright Pattern Teams up with transcosmos to Power Facebook Messenger for a G500 Consumer Electronics Company

PRESS RELEASE: Bright Pattern, provider of omnichannel cloud contact center software and transcosmos, global leader with over 45 years of experience in outsourced services announces an omnichannel customer service solution for a major consumer electronics company’s Facebook page. Continue reading Bright Pattern Teams up with transcosmos to Power Facebook Messenger for a G500 Consumer Electronics Company

Carvana Moves Away from Legacy On-Premise Communication System to RingCentral’s Cloud Communications Solution

RC_LOGOC_RGBRingCentral, a leading provider of enterprise cloud communications and collaboration solutions announced that Carvana, a leading e-commerce platform for buying used cars, has transitioned its enterprise business communications needs to the cloud with RingCentral, citing mobility, open platform integrations, and scalability as key benefits. Continue reading Carvana Moves Away from Legacy On-Premise Communication System to RingCentral’s Cloud Communications Solution

Choctaw Nation Selects InMoment’s CX Intelligence Platform to Build Financial Sustainability Through High-Value Guest and Employee Experience

InMoment announced that Choctaw Nation of Oklahoma, the third largest Native American tribe in the country, has selected the company’s industry-leading customer experience intelligence platform to support the Nation’s long-term financial sustainability through a deeper understanding of customer and employee data. Continue reading Choctaw Nation Selects InMoment’s CX Intelligence Platform to Build Financial Sustainability Through High-Value Guest and Employee Experience

Creative Virtual Awarded the Queen’s Awards for Enterprise: Innovation 2017

PRESS RELEASE: Creative Virtual is a winner of the Queen’s Awards for Enterprise: Innovation 2017. The Queen’s Awards for Enterprise is the UK’s most prestigious business award for British companies. It recognises UK businesses for outstanding commercial success in four categories, including Innovation. Continue reading Creative Virtual Awarded the Queen’s Awards for Enterprise: Innovation 2017

VHT Wins Top Honors from Frost & Sullivan for Enhancing Contact Center Customer Engagement with its Innovative Software Suite, VHT Navigator™

PRESS RELEASE: Based on its recent analysis of the contact center software market, Frost & Sullivan recognizes Virtual Hold Technology (VHT) with the 2017 North America Frost & Sullivan Award for New Product Innovation. Continue reading VHT Wins Top Honors from Frost & Sullivan for Enhancing Contact Center Customer Engagement with its Innovative Software Suite, VHT Navigator™

Teleopti continues to be a leader for vendor satisfaction in DMG Consulting’s 2017 WFM report

PRESS RELEASE: Teleopti, a global provider in workforce management (WFM) solutions, announced that it has achieved the highest ratings for customer satisfaction in the 2017 WFM Product and Market Report by DMG Consulting LLC. This is the 3rd year in a row that Teleopti has been named a top WFM provider by the analyst firm, consistently receiving high scores from satisfied customers. Continue reading Teleopti continues to be a leader for vendor satisfaction in DMG Consulting’s 2017 WFM report