Daily Archives: July 18, 2016

Outsourcing

Major contract win for Motherwell business

PRESS RELEASE: A major contract awarded by B&Q to contact centre Ascensos will see the Motherwell based business open a new office in Clydebank, West Glasgow. The new multimillion pound contract will double Ascensos’ total workforce to 750 people and ensure it is on target to employ over 1,000 people by 2017. The contract will see this support expanded to include all of B&Qs customer service channels including telephone, email, web and chat services, from October 2016. Continue reading Major contract win for Motherwell business →

Technology, Who's Buying What?

Kobie Marketing Selects Aspect Software’s Zipwire and Workforce Management to Transition its Contact Center Operations to the Cloud

PRESS RELEASE: Aspect Software announced that Kobie Marketing, recognized leader in loyalty marketing and industry pioneer, selected to deploy Aspect’s cloud contact center solution, ZipwireTM and Aspect EQTM Workforce ManagementTM (WFM) Cloud. With Zipwire, Kobie will be able to offer omni-channel self-service experiences via chat, email, SMS, social media, and voice. WFM Cloud will ensure that the right agents, with the right skills are available at the right times to serve customers. Continue reading Kobie Marketing Selects Aspect Software’s Zipwire and Workforce Management to Transition its Contact Center Operations to the Cloud →

Technology

Zendesk Brings The Power Of Machine Learning To Customer Service With Automatic Answers

PRESS RELEASE: Zendesk announced the launch of Automatic Answers, a feature powered by machine learning within Zendesk that helps customers solve their inquiries faster and enables businesses to have more efficient support teams. Zendesk is one of the first customer service platforms implementing machine learning to natively auto-respond to customer tickets with relevant knowledge base articles, helping solve and deflect customer inquiries before they ever reach an agent. Continue reading Zendesk Brings The Power Of Machine Learning To Customer Service With Automatic Answers →

Market Research, Technology

Survey Finds 84% of Consumers Expect Companies to Respond Within 24 Hours After Posting on Social Media

PRESS RELEASE: Consumers are increasingly using multiple channels to contact brands, and expectations for a response time are soaring, especially when it comes to social media, with 47% expecting a response within an hour, and 84% waiting no longer than a day. Fuelled by increased mobile engagement and the rise of social media, nearly half of all people surveyed will comment on social media if their experience with a company is good or bad.   Continue reading Survey Finds 84% of Consumers Expect Companies to Respond Within 24 Hours After Posting on Social Media →

Outsourcing

Transcom signs renewed agreement with Tele2 to provide customer care services in seven countries

PRESS RELEASE: Transcom announced that the company has signed a renewed agreement with Tele2, one of Europe’s leading telecom operators offering mobile services, fixed broadband and telephony, data network services, content services and global M2M/IoT solutions. Tele2 and Comviq have been awarded for best customer service in Sweden multiple times. Continue reading Transcom signs renewed agreement with Tele2 to provide customer care services in seven countries →

Outsourcing

Intelenet® Global Services wins ‘Customer Service Training Programme of the Year Award

PRESS RELEASE: Intelenet® Global Services announces that it has won the ‘Customer Service Training Programme of the year’ award at the prestigious Customer Service Training Awards 2016. Intelenet® Global Services has received this award in recognition of their efforts to develop teams which are able to offer a high standard of customer service which meets customer expectations. Continue reading Intelenet® Global Services wins ‘Customer Service Training Programme of the Year Award →