ORC Turns to SpeechStorm for Phone-based IVR Survey Solution

PRESS RELEASE: ORC International, a leading market research firm whose customers rank among some of the biggest private and public sector names in UK and globally, has turned to mobile and voice customer service specialist, SpeechStorm, (www.speechstorm.com), for its Interactive Voice Response (IVR) phone-based solution to help it conduct employee engagement research surveys and dispense with less effective and more costly paper and web-based methods. Continue reading ORC Turns to SpeechStorm for Phone-based IVR Survey Solution

New interactive resource from NewVoiceMedia offers a compelling insight into customer communication around the world

PRESS RELEASE: Leading cloud contact centre vendor NewVoiceMedia has created an interactive graphic which allows users to compare and contrast the customer service of contact centres across the globe. Continue reading New interactive resource from NewVoiceMedia offers a compelling insight into customer communication around the world

As “The Complainers” series reveals a new breed of super complainers emerging, customer care experts, Sitel UK, launch their guide to “Turning Complaints into Brand Advocates.”

PRESS RELEASE: According to the new TV series, The Complainers, there is a new breed of super complainers emerging. The series has revealed that every second in the UK someone calls to complain and complaints to British organisations have doubled in a year. Continue reading As “The Complainers” series reveals a new breed of super complainers emerging, customer care experts, Sitel UK, launch their guide to “Turning Complaints into Brand Advocates.”

Echo called in to support Individual Electoral Registration (IER) – the biggest change to voter registration in a generation

PRESS RELEASE: The Electoral Commission, the independent body set up by the UK Parliament to support well-run elections and referendums across the UK, is working with Echo Managed Services as part of its mass-media public awareness campaign to support the transition to Individual Electoral Registration (IER). Echo is a leading provider of complex multi-channel customer contact services, and its specialist agents are now staffing a dedicated helpline to provide people in England and Wales with further information about IER, how it will effect them and what they need to do next. Continue reading Echo called in to support Individual Electoral Registration (IER) – the biggest change to voter registration in a generation

Businesses continue to fail to realise social media potential by ignoring online enquiries, according to Webhelp UK

PRESS RELEASE: Businesses are still not realising the potential of social media and other new channels to engage with their customers, by not responding to their enquiries quickly enough or at all, according to a new report from Webhelp UK. Continue reading Businesses continue to fail to realise social media potential by ignoring online enquiries, according to Webhelp UK

Lumesse weathers the storm with cloud technology from NewVoiceMedia

PRESS RELEASE: Lumesse, the global leader in integrated talent management solutions, was able to continue its exceptional customer support service during Germany’s worst storms this century, with NewVoiceMedia’s solution ‘ContactWorld for Disaster Recovery’. Continue reading Lumesse weathers the storm with cloud technology from NewVoiceMedia

University of Melbourne leads the way with Amcom Cloud Collaboration

PRESS RELEASE: Amcom announced that the University of Melbourne has signed a significant contract to deploy Amcom Cloud Collaboration (ACC) across its entire university community. The University of Melbourne is one of Australia’s premier universities and a leading member of AARNet. This is the first major ACC deployment since the landmark partnering agreement between Amcom and AARNet was announced on 1 May 2014. Continue reading University of Melbourne leads the way with Amcom Cloud Collaboration

Medallia Appoints Dorian Stone as Vice President of Customer Experience Strategy

Medallia® announced the appointment of Dorian Stone as the company’s vice president of customer experience strategies. Dorian joins Medallia’s senior team after more than a decade at McKinsey & Company, where he co-founded McKinsey’s Global Customer Experience practice, and led North America as a partner from McKinsey’s San Francisco office. Continue reading Medallia Appoints Dorian Stone as Vice President of Customer Experience Strategy

PCI Compliance: The ultimate white paper – telephone payments and PCI DSS

BLOG: Making payments via a credit card or debit card is now largely common place but the regulations around accepting card payments over the phone remain a mystery to many organisations. A new white paper has been published in an attempt remove the confusion around telephone payments and PCI DSS. Included in the white paper are four things you probably don’t know about PCI and here is a short extract from the document which is entitled, not surprisingly, Telephone card payments and PCI DSS. Continue reading PCI Compliance: The ultimate white paper – telephone payments and PCI DSS

COLA Uses Interactive Intelligence IP Communications Software to Support Work-at-Home Staff During Temporary Office Closure

PRESS RELEASE: COLA, a clinical lab education, consultation and accreditation organization, redeployed its entire staff of 80 employees to work at home during a four-month office remodel using the remote agent capabilities of Interactive Intelligence Group Inc.’s (Nasdaq: ININ) all-in-one IP communications software suite. Continue reading COLA Uses Interactive Intelligence IP Communications Software to Support Work-at-Home Staff During Temporary Office Closure

MobileIron flexes its customer experience muscles with NewVoiceMedia’s powerful cloud contact centre technology

PRESS RELEASE: NewVoiceMedia, a leading global provider of cloud contact centre solutions, today announced that MobileIron is using its ContactWorld technology to power targeted and consistent customer interactions to more than 6,000 customers around the globe. Dedicated to delivering the best possible experience to both customers and partners, MobileIron chose NewVoiceMedia to help increase engagement and grow business. Continue reading MobileIron flexes its customer experience muscles with NewVoiceMedia’s powerful cloud contact centre technology