Businesses lose £750,000 as Europe lags behind rest of the world in meeting customer expectations

PRESS RELEASE: Fewer than 20% of companies globally are delivering the level of service their customers expect, according to a new study from Avaya, a global provider of business collaboration and communications solutions and services. The research suggests that European companies lag behind their Asian and American counterparts when it comes to closing the gap between customer expectations and the service they deliver and are missing out on potential profit increases as a result. Continue reading Businesses lose £750,000 as Europe lags behind rest of the world in meeting customer expectations

BACCO organized Training Program on Skill Development for BPO Professionals

PRESS RELEASE: Bangladesh Association of Call Center & Outsourcing (BACCO) organized a day long training program on ‘Effective Workforce Planning & Management Techniques for Call Center Professionals’ on 10 May 2014. The program was supported by ICT Business Promotion Council (IBPC), Ministry of Commerce as part of its industry development and promotion activities. Continue reading BACCO organized Training Program on Skill Development for BPO Professionals

The Game Changer Channel: Integrating social media into customer management strategies

Helen_Murray_PortraitBLOG: Helen Murray, chief customer solutions officer at Webhelp UK (pictured), considers how social media has changed the game for customer relationship management…

Today the social media challenge is falling firmly at the feet of customer management professionals. Though adopted initially as a promotional platform by marketing, it has become clear that it demands the operational capability and expertise that resides in the customer management domain. Continue reading The Game Changer Channel: Integrating social media into customer management strategies

8×8 and KnoahSoft Partner to Deliver Out-of-the-Box, Cloud-Based Contact Centre Quality Management Solution

8x8-INC-HiResPRESS RELEASE: 8×8, Inc., a provider of cloud contact centre, unified communications and collaboration solutions, and KnoahSoft, a workforce optimisation (WFO) solutions provider announced a partnership to deliver a bundled, cloud-based contact cente solution. The new offering combines KnoahSoft’s enterprise-level interaction recording, quality management, coaching, learning, and analytics functionality with 8×8’s market leading multi-channel customer interaction management capabilities to help users better optimise call centre staff performance. Continue reading 8×8 and KnoahSoft Partner to Deliver Out-of-the-Box, Cloud-Based Contact Centre Quality Management Solution

Introducing AireContact, Enterprise-Class, Cloud-Based Contact Center Solutions

PRESS RELEASE: AireContact, a cloud-based contact center solution for enterprises and service providers, announces today, from the Contact Center Expo in San Diego, the launch of its end-to-end managed cloud-based contact center solution specifically designed to support the dynamic needs of enterprise businesses. AireContact is an enterprise-class contact center solution suite delivered by AireSpring, one of the fastest growing fully managed voice and cloud services providers in the USA. Continue reading Introducing AireContact, Enterprise-Class, Cloud-Based Contact Center Solutions