Calabrio announced that Gartner, Inc. has named the company as a Visionary in the January 2017 Gartner Magic Quadrant for Workforce Engagement Management for its completeness of vision and ability to execute. Calabrio was also named a Leader in the December 2015 Gartner Magic Quadrant for Customer Engagement Center Workforce Optimization. Continue reading Calabrio Named a Visionary in Gartner’s Magic Quadrant for Workforce Engagement Management
Pete Hess joins Lithium Technologies as Chief Executive Officer
Lithium, the market leader in online community and social media management products, announces that Pete Hess has been named CEO as successor to Rob Tarkoff. Continue reading Pete Hess joins Lithium Technologies as Chief Executive Officer
Choosing the right robot for your contact centre, by Puzzel
According to Thomas Rødseth of Puzzel there are many different types of intelligent assistant and the trick is to understand which one is right for your contact centre and then let self-service do the rest. Continue reading Choosing the right robot for your contact centre, by Puzzel
West Corporation Agrees to Acquire Nasdaq’s Public Relations Solutions and Digital Media Services Businesses
West Corporation and Nasdaq jointly announced that West has entered into a definitive agreement to acquire the public relations (Public Relations Solutions) and webcasting and webhosting (Digital Media Services) products and services within Nasdaq’s Corporate Solutions business for approximately $335 million, subject to adjustments. Continue reading West Corporation Agrees to Acquire Nasdaq’s Public Relations Solutions and Digital Media Services Businesses
Echo wins £6.3m customer service contract with Network Rail
Network Rail has appointed outsourced customer contact specialist, Echo Managed Services, to manage its 24-hour helpline, helpdesk and out-of-hours media services across a range of contact channels including voice, email, web chat and social media. Continue reading Echo wins £6.3m customer service contract with Network Rail
New research from Aspect Software shows self-service and AI are redefining how consumers view customer service
Customer service has reached a digital tipping point, according to the latest research from Aspect Software. Although speaking with live customer service agents on the telephone is still the most popular first point of contact for British consumers contacting customer service (27%), if given the choice of using one method of communication, two-thirds of us would choose text channels such as live chat or even Facebook Messenger. Continue reading New research from Aspect Software shows self-service and AI are redefining how consumers view customer service