Category Archives: Uncategorized

Consumer hounding declines, but more needs to be done, says Aspect Software

Following Ofcom’s announcement that it had observed a significant decrease in silent, abandoned and nuisance calls, customer engagement expert, Dave Ogden commented that, while such improvements should be seen in a positive light, the job is far from complete.  Continue reading Consumer hounding declines, but more needs to be done, says Aspect Software

Sitel Positioned in Gartner Magic Quadrant for Customer Management Contact Center BPO

Sitel, a leading global customer care provider, today announced it has been positioned by Gartner, Inc. in the Leaders quadrant of Gartner’s 2013 Customer Management (CM) Contact Center BPO report.[1] The report evaluates vendors through a series of stringent criteria related to the ability to execute and completeness of vision.  Continue reading Sitel Positioned in Gartner Magic Quadrant for Customer Management Contact Center BPO

CCW 2014 in Berlin: InVision Introduces New Cloud Products for Efficient Workforce Management

At this year’s European contact centre trade show CCW in Berlin, InVision will present several new innovations for the injixo and The Call Center School brands. As well as a number of new German e-learning courses for call centre agents, the workforce management specialist will premiere three new products of the injixo cloud platform: injixo Forecast, injixo Act and injixo Me.  Continue reading CCW 2014 in Berlin: InVision Introduces New Cloud Products for Efficient Workforce Management

CX Company partners with Randstad to create omni-channel customer engagement business

The customer engagement and self-service business, CX Company, has partnered with the global recruitment and HR services business, Randstad, to create Randstad Customer Intelligence (RCI). The new business has opened its first customer engagement centre in Amsterdam, the Netherlands, with fifty multi-lingual staff supporting social media management and live-agent customer service for a major international client. Its ambition is to be a dominant player in the global omni-channel engagement business.  Continue reading CX Company partners with Randstad to create omni-channel customer engagement business