Category Archives: Uncategorized

Some contact centres still in the ‘Quality Monitoring’ dark ages

The latest ‘Workforce Optimisation Technologies forecast’ released by Ovum estimates the spend on quality monitoring (QM) technology to be $141 million across Europe in 2014 with slow but steady growth predicted over the next five years. This is somewhat surprising for a technology in the mature stage of the adoption lifecycle and which has been readily available since the mid 1990’s.  Continue reading Some contact centres still in the ‘Quality Monitoring’ dark ages

Contact Centre as a Service: The Seven most popular myths about Cloud Contact Centres Dispelled

Klaas van der Leest, UK Managing Director, Intelecom dispels 7 myths about contact centres in the cloud

Cloud computing is here to stay and cloud providers are quick to quote the benefits of this new phenomenon including minimal upfront expenditure, payment per month, scalability plus application management including software and platform upgrades dealt with remotely. However, many in the contact centre world see mainly the negatives and cite seven common myths as reasons not to migrate to Contact Centre as a Service (CCaaS) with a cloud-based contact centre solution. So let’s take a look at those myths so you can make a more informed decision about the benefits of CCaaS.  Continue reading Contact Centre as a Service: The Seven most popular myths about Cloud Contact Centres Dispelled

Vital Statistics for Customer Engagement in 2014

A good customer engagement strategy is well respected, but we don’t always give enough recognition to the individuals who deliver it. @DaviesHickman inspires clients to leverage consumer behaviours, customer data, communication technologies and employee capabilities for customer engagement. Davies Hickman presented Consumer Trends for 2014 at NCED13 in Birmingham.  Continue reading Vital Statistics for Customer Engagement in 2014

Clockwork Solutions Provides Predictive Big Data Insights on Asset Performance with Jaspersoft

Jaspersoft, the Intelligence Inside applications and business processes announced that Clockwork Solutions LLC, a global leader in predictive analytics solutions for Enterprise Asset Management (EAM), has successfully deployed Jaspersoft as the reporting engine for its solution. Clockwork Solutions is now able to provide key insights on tens of terabytes of asset data.  Continue reading Clockwork Solutions Provides Predictive Big Data Insights on Asset Performance with Jaspersoft