Armistice charity Remembered enlists multichannel customer contact support

Armistice charity Remembered has appointed Yonder Digital Group to be their customer contact support partner by providing a multi-channel customer service team offering voice, email, IVR and live chat support. Remembered is a dynamic new charity – its foundation was inspired by the ‘There But Not There’ installation in Penshurst Church in Kent over the Remembrance period of 2016. Continue reading Armistice charity Remembered enlists multichannel customer contact support

‘Pitiless machines’ will kill your business if you don’t respond now, warns Servion

Businesses urgently need to prepare for the influx of ‘pitiless machines’ into customer services, warns next-gen experience firm, Servion Global Solutions. As uptake of smart speakers and voice assistants continues apace, consumers are increasingly using them to shop for goods and services on their behalf, and for information and advice. Servion predicts by 2025, three quarters of customer service interactions will be driven by such platforms. Continue reading ‘Pitiless machines’ will kill your business if you don’t respond now, warns Servion

Veridian Credit Union Implements CallMiner Eureka and myEureka Speech Analytics to Increase Member Satisfaction

CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced that Veridian Credit Union has selected CallMiner’s Eureka platform and myEureka solution for a complete contact centre analytics platform that analyzes 100% of member conversations and automates agent performance feedback. Continue reading Veridian Credit Union Implements CallMiner Eureka and myEureka Speech Analytics to Increase Member Satisfaction

How incentives shape the future of bank contact centres’ culture, says Auriemma Consulting Group

Financial service providers rely on incentives to motivate, increase productivity, and reward their employees. According to Auriemma Consulting Group research, 83% of financial service providers use incentives for agents and 67% for team leaders. However, the future of incentives may be in jeopardy. Continue reading How incentives shape the future of bank contact centres’ culture, says Auriemma Consulting Group