Contact Centre Employees Warn Increasingly Complex Customer Problems and Lack of Support Will Impact the Brand Experience

While customer experience continues to be the top priority for businesses, a new report announced, “The Health of the Contact Centre: Agent Well-Being in a Customer-Centric Era,” reveals that 56 percent of contact centre employees cite complex customer problems as their top challenge. A full 60 percent admit their company has left them ill-equipped to handle these problems, leaving agents stressed and unengaged. Continue reading Contact Centre Employees Warn Increasingly Complex Customer Problems and Lack of Support Will Impact the Brand Experience

Teleopti’s new online calculators help companies see staff and cost benefits of Workforce Management tools

Teleopti, a global provider of workforce management (WFM) software, has launched its new online calculator tools that help companies to see tangible benefits when applying its workforce management (WFM) solution. Using the free WFM Savings Calculator (and the ROI Calculator that Teleopti partners can use), companies can quickly see how using a workforce management solution could help to create optimised, cost-efficient schedules for customer-service agents, while ensuring staff wellbeing and a good working environment. Continue reading Teleopti’s new online calculators help companies see staff and cost benefits of Workforce Management tools

TeleWare & Pennine team up to provide compliant recording offering to the channel

TeleWare, the leading communication technology business, and Pennine, the business communications specialist, have announced a partnership designed to offer TeleWare’s innovative call recording technology to even more customers in the run up to the regulation-filled 2018. Continue reading TeleWare & Pennine team up to provide compliant recording offering to the channel

Amdocs Named a Leader in Gartner’s 2017 Magic Quadrant for Integrated Revenue and Customer Management for CSPs

Amdocs announced Gartner has positioned Amdocs as a Leader in its 2017 Magic Quadrant for Integrated Revenue and Customer Management for CSPs*. This Gartner Magic Quadrant provides a snapshot of the market and vendors offering Integrated Revenue and Customer Management (IRCM) solutions for communications service providers (CSPs) and evaluates them on their completeness of vision and ability to execute. Continue reading Amdocs Named a Leader in Gartner’s 2017 Magic Quadrant for Integrated Revenue and Customer Management for CSPs