Research Shows Link Between Customer Service and Revenue Still Overlooked By UK Organisations

PRESS RELEASE: Research commissioned by customer service specialists KANA® Software, A Verint® Company (NASDAQ: VRNT), suggests many organisations are overlooking the potential for customer service improvements that could drive revenue.

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Aeriandi increases security for Shop Directs card payment customers using its revolutionary payment software delivered via the Cloud

PRESS RELEASE: Aeriandi has helped transform the security of customer telephone payments for Shop Direct, the UK’s leading multi-brand digital retailer. Continue reading Aeriandi increases security for Shop Directs card payment customers using its revolutionary payment software delivered via the Cloud

Legal & General partners with Hemsley Fraser to create ‘world-class’ customer empathy programme

PRESS RELEASE: Legal & General, one of the UK’s leading financial services companies, is training all 1,300 staff in its Insurance Customer Service division, in customer empathy and engagement, through a programme designed in partnership with learning specialist Hemsley Fraser. Continue reading Legal & General partners with Hemsley Fraser to create ‘world-class’ customer empathy programme

Key appointments boost Ember’s consultancy team

PRESS RELEASE: Customer management consultancy, Ember Services, has responded to growing demand for its services with two key appointments to its consultancy team. Nigel Bareham, who comes to Ember from Vodafone, will specialise in the development of customer strategies across online, voice and social channels. Greg Latton joins Ember as a commercial specialist, bringing wide-ranging experience from the public and private sector, having worked on some of the UK’s most prestigious procurement programmes. Continue reading Key appointments boost Ember’s consultancy team

Mitel enhances customer service for South Lakeland and Eden district councils

PRESS RELEASE: Mitel®, a global leader in business communications, has delivered a contact centre solution to South Lakeland and Eden district councils in Cumbria, England, to enhance the customer experience. The virtual solution also allows home-based agents to integrate seamlessly into the contact centre and supervisors to manage and monitor operations from any location. Continue reading Mitel enhances customer service for South Lakeland and Eden district councils

Genesys Cloud Contact Centre Solution Selected by Red Hat to Transform Customer Experience

Geneys_logoPRESS RELEASE: Genesys, a leading provider of customer experience and contact centre solutions, today announced that the Business Edition on the Genesys Customer Experience Platform was selected by Red Hat, the leading provider of open source solutions, to help transform its customer experience in the cloud and continue providing reliable and high-performing open hybrid cloud technologies to its global customers. Continue reading Genesys Cloud Contact Centre Solution Selected by Red Hat to Transform Customer Experience

Companies must crack ‘social’ customer service in order to survive

PRESS RELEASE: A Forrester study*, commissioned by the leading social customer service platform Conversocial, has revealed a lack of ownership and understanding of social media within organisations that could see brands fall behind in the overall customer service stakes. Over half (67%) of companies interviewed believed that social customer service is growing in importance and the most pressing short-term priority for contact centres in the US and UK. Continue reading Companies must crack ‘social’ customer service in order to survive

Leading European health and dietary products retailer selects mplsystems customer engagement solution

PRESS RELEASE: SENSILAB, one of Central & Eastern Europe’s leading multi-channel retailers of specialist homeopathic health and dietary products, has selected a comprehensive customer engagement technology solution from mplsystems to help deliver a unified retail experience for customers across its rapidly-growing business operations in Slovenia, Poland, Russia, Romania and Croatia. Continue reading Leading European health and dietary products retailer selects mplsystems customer engagement solution

SpeechStorm and Cyara Collaborate on Customer Experience Testing

PRESS RELEASE: Leader in mobile and voice customer service, SpeechStorm has collaborated with automated customer experience testing software provider, Cyara to develop ‘S-Connect for Cyara’. The new product leverages the power and capabilities of both SpeechStorm’s and Cyara’s respective platforms to generate customer experience test cases for Interactive Voice Response (IVR) call flows directly from SpeechStorm calls. Continue reading SpeechStorm and Cyara Collaborate on Customer Experience Testing