Statistically, the majority of contact centres still use manual processes to adjust their intraday workforce scheduling but why play a constant game of catch-up? Dave Hoekstra of Teleopti outlines 5 reasons to invest in real-time management to balance the workload, achieve service levels and mop-up agent idle time. Continue reading Keep calm and carry on: 5 Reasons for Intraday Scheduling in Contact Centres
Inference Solutions Earns Frost & Sullivan’s Customer Value Leadership Award
Inference Solutions, a global provider of Intelligent Virtual Agents for sales and service organizations announced that the company’s Studio Intelligent Virtual Agent (IVA) platform earned Frost & Sullivan’s Customer Value Leadership Award for the IVA market. Continue reading Inference Solutions Earns Frost & Sullivan’s Customer Value Leadership Award
TELUS International survey finds digital native Gen Zers lead demand for personalized customer experience
TELUS International, a customer experience innovator that designs, builds and delivers next-gen digital solutions for global and disruptive brands, announced the results of a U.S. study analyzing consumer interest in personalized customer service experiences. Continue reading TELUS International survey finds digital native Gen Zers lead demand for personalized customer experience
CLC World Partners with 8×8 to Improve Customer Service for Members
8×8, a leading cloud provider of voice, video, chat, contact centre and enterprise-class API solutions powered by one global communications platform announced its partnership with Europe’s largest independent resort operator, CLC World Resorts & Hotels. Continue reading CLC World Partners with 8×8 to Improve Customer Service for Members
The top four messaging channels in customer care and how to select the right one
As part of customers’ communications shifting to digital, messaging is one of the fastest growing channels: 67% of people now expect to use messaging apps to talk to businesses. Continue reading The top four messaging channels in customer care and how to select the right one
Ascensos partners with DWP to improve job prospects of Island’s young people
A programme designed to improve the job prospects of the Island’s young people sees Ascensos, the contact centre management specialist become the first Isle of Wight employer to sign up to the Department for Work and Pensions (DWP) Mentoring Circles. Continue reading Ascensos partners with DWP to improve job prospects of Island’s young people
JCT600 invests over £1million in comms technology overhaul
Privately-owned motor firm JCT600 has invested over £1 million in a new cloud-based communications system to further improve its level of customer experience and legislative compliance. The solution – powered by Halifax-headquartered Vapour Cloud in strategic partnership with Leeds-based pure technology group (PTG) – will see JCT600 move to voice technology as cutting-edge as the cars it retails. Continue reading JCT600 invests over £1million in comms technology overhaul
Cogito Adds Accomplished Industry Leader as Chief Sales Officer
Cogito, a leader in real-time emotional intelligence solutions, is excited to announce the appointment of Jim Nystrom to Chief Sales Officer. In this role, Nystrom will be responsible for driving sales and educating organizations about how Cogito’s revolutionary artificial intelligence (AI) affords great benefit for customers, employees and a company’s bottom-line. Continue reading Cogito Adds Accomplished Industry Leader as Chief Sales Officer
New Virtusa Study Finds Digital Customer Experience, Innovation, and Cost Reduction are Top Priorities for Banks
Virtusa Corporation, a global provider of digital strategy, digital engineering, and IT outsourcing services that accelerates business outcomes for its clients, today announced the findings from The Top Global Banking Technology Trends, a July 2019 research paper commissioned by Virtusa and conducted by Finextra. Continue reading New Virtusa Study Finds Digital Customer Experience, Innovation, and Cost Reduction are Top Priorities for Banks
Spearhead Group Inc. Joins 8×8 Channel Program as Master Agent
8×8, a leading Software-as-a-Service provider of voice, video, chat, contact centre, and enterprise-class API solutions powered by one global cloud communications platform announced that Spearhead Group Inc. is now a Master Agent for 8×8. Continue reading Spearhead Group Inc. Joins 8×8 Channel Program as Master Agent