Category Archives: Guest Post

Utility companies should invest in customer engagement technology to improve ‘outrageous’ call waiting times

In response to The Times’ investigation that revealed Britain’s ‘Big Six’ energy companies are leaving customers on hold for “outrageous” lengths of time, a customer engagement expert from Aspect Software has urged utility companies to embrace new digital self-service tools that reduce inbound call volumes and hold times. Continue reading Utility companies should invest in customer engagement technology to improve ‘outrageous’ call waiting times

Batten down the hatches – Semafone predicts new onslaught of cyber-attacks in 2018

Semafone, the leading provider of data security and compliance solutions for contact centres, sees trouble ahead for companies which don’t have their cyber security in order – but also predicts that new regulations will have a positive impact on the market. CEO Tim Critchley, global solutions director, Ben Rafferty and head of information security, Shane Lewis, share their top five predictions for 2018. Continue reading Batten down the hatches – Semafone predicts new onslaught of cyber-attacks in 2018

Embracing conversational commerce: How the rich media of RCS, OTT messaging, and WebRTC will change customer experience

As WhatsApp potentially opens to business users in 2018, and numerous reports predict massive growth for messaging and rich media channels, IMImobile, looks at how brands will be embracing conversational commerce to build innovative customers journeys in 2018… Continue reading Embracing conversational commerce: How the rich media of RCS, OTT messaging, and WebRTC will change customer experience