Category Archives: Blog

The contact centre of the near future

NVM logo jpgBLOG: By Ashley Unitt, CTO, NewVoiceMedia

Today customers expect more from every business interaction. For many, this ‘interaction’ starts and ends with their contact centre experience. They expect a personalised level of care that is simple, effective and timely. To deliver this level of personalised care requires a communication method that is convenient and customised for each customer. Continue reading The contact centre of the near future

Costs, complaints and customer satisfaction are driving jobs re-shoring trend, says Aspect Software

aspect-logo-std-full-RGBThe re-shoring of traditionally outsourced business processes by UK companies is not a new trend, but it is gathering pace, driven in part by the need to deliver high quality customer experiences, says Aspect Software (Aspect). The latest figures from PwC say that if this trend continues, 200,000 new jobs could be created in the UK by 2024, following EE’s decision to create 1,000 new jobs by moving its contact centres to Britain from the Philippines.  Continue reading Costs, complaints and customer satisfaction are driving jobs re-shoring trend, says Aspect Software

Speech Analytics: Do you really know how your agents are performing?

Geneys_logoNothing can tell you more about your contact centre performance and customer experience than analysing the conversations between your agents and your customers. There are enormous business opportunities hidden within customer conversations, and gaining visibility of this information is invaluable for optimising the efficiency and effectiveness of your workforce. Sean Murphy, Director of Product Marketing at Genesys, looks at how Speech Analytics can help overcome contact centre challenges and improve agent performance. Continue reading Speech Analytics: Do you really know how your agents are performing?