All posts by Sam Heggie-Collins

Genpact UK Survey Points to the Demise of the Bank Call Centre and Rise of the Virtual Bank

Research published today by Genpact Limited, a global leader in transforming and running business processes and operations, reveals a tangible shift in personal banking preferences in Britain – away from bank-staff driven and toward customer self-directed services. The survey of 2,337 adults living in Britain, conducted by YouGov, revealed that close to two thirds (64%) of people online who hold a current account with a bank or building society would prefer to conduct their banking online or via a mobile application compared to just 29% who prefer telephone or in-branch banking.  Continue reading Genpact UK Survey Points to the Demise of the Bank Call Centre and Rise of the Virtual Bank

Health Management Solution Company Select inContact to Unify Multi-Location Contact Centre Operation

inContact-hi-rezinContact, the leading provider of cloud contact center software and contact center agent optimization tools announced that a leading health management solutions company has selected inContact to unify contact center operations across ten locations and 200 contact center agents. The company supports a broad spectrum of healthcare providers, payers and their patients with technology-enabled management services.  Continue reading Health Management Solution Company Select inContact to Unify Multi-Location Contact Centre Operation

HGS UK Voted ‘2013 North West Employer of the Year’

HGS UK’s Retention and Loyalty Centre of Excellence based in Preston, Lancashire has been awarded the title of ‘‘Smart Training and Recruitment Employer of 2013 for the North West region’, by Smart Training, one of UK’s largest specialist training providers. The recognition comes in the wake of the Preston centre successfully completing a year-long ‘contact centre apprenticeship scheme’ for a number of its staff members.  Continue reading HGS UK Voted ‘2013 North West Employer of the Year’

14 tips for 2014 to make web chat work

2014 will be the year that we see web chat really starting to take hold in the contact centre – and not just for the younger generation. Here, Richard McCrossan, Strategic Business Director for Digital Channels at Genesys, gives 14 top tips to implement a successful web chat policy. These tips were compiled from a webinar hosted by Genesys where 256 attendees discussed the value of web chat and the ways to make it work.  Continue reading 14 tips for 2014 to make web chat work

Heartland Dental Deploys Interactive Intelligence All-in-One IP Communications Software Suite

ININ logoHeartland Dental, the largest dental support organization in the country, has improved customer service as a result of deploying an all-in-one IP communications software suite from Interactive Intelligence Group Inc. (Nasdaq: ININ).  Continue reading Heartland Dental Deploys Interactive Intelligence All-in-One IP Communications Software Suite

Hawaii’s County of Maui Selects ShoreTel, Bringing Improved Business Productivity and Reliability

ShoreTel® the leading provider of brilliantly simple phone systems and unified communications solutions announced the County of Maui, Hawaii, has selected ShoreTel for its ongoing UC needs. Once the implementation is complete, ShoreTel technology will serve 1,600 employees across 65 sites resulting in an estimated telecommunications cost savings of 20 percent per year*, according to the County of Maui.  Continue reading Hawaii’s County of Maui Selects ShoreTel, Bringing Improved Business Productivity and Reliability