GCI to implement new contact centre at housing and homelessness charity, Shelter

Leading Converged ICT Service Provider GCI has won a significant Skype for Business Contact Centre contract with the UK’s foremost housing and homelessness charity, Shelter. The move will see Shelter use the latest cloud-based technology to run a more flexible Contact Centre to better help the 60,000 people that call it every year for help with their housing needs. Continue reading GCI to implement new contact centre at housing and homelessness charity, Shelter

Five Top Tips for Optimising the Use of Active Listening in the Contact Centre

Active listening in the contact centre is about agents fully concentrating on what is really being said in any interaction with a customer or a prospect, rather than just passively ‘hearing’ the message of the caller. It’s about remaining silent when the customer is speaking and not interrupting but then positively acknowledging what the customer has said. It avoids the pitfalls of advisors jumping to conclusions. Continue reading Five Top Tips for Optimising the Use of Active Listening in the Contact Centre

Jacada Visual IVR Chosen by Leading Global Insurance and Financial Services Provider for its Canadian Operation

Jacada announced that it has signed a material deal with a leading global insurance and financial services provider to implement Jacada’s Visual IVR solution for its Canadian operation in multiple lines of business. Continue reading Jacada Visual IVR Chosen by Leading Global Insurance and Financial Services Provider for its Canadian Operation

Stefanini Invests in One of the Most Complete Cognitive Intelligence Platforms on the Market

Artificial intelligence and machine-learning technology were present at several panels during the world’s largest innovation and creativity event, SXSW, held in Austin, Texas in March. Stefanini—a $1B global IT provider—was present at the event, and reinforced its position that AI will play a key part in improving customer service in the coming years. Continue reading Stefanini Invests in One of the Most Complete Cognitive Intelligence Platforms on the Market