Q&A with Louise Moghaddam, Head of Customer Service at New Look. Louise explains to Contact Centre NEWS how they are using their Customer Experience (CX) programme, with InMoment’s support and insight, to redefine value… Continue reading Q&A with Louise Moghaddam, Head of Customer Service at New Look
Guest Post By Bhupender Singh, CEO of Intelenet® Global Services, who says technology is transforming how call centre agents interact with customers… The contact centre industry has evolved over the years because of changes in customer expectations, technology innovations and new business models. Businesses of all kinds are digitally transforming their contact centre operations to keep at pace with customer demands. Continue reading Artificial Intelligence can make call centre agents better connected with customer requirements
Guest Post By Graham Lloyd, Industry Principal of Financial Services at Pegasystems. Graham explains how omni-channel is the key to customer engagement in the FS industry… There’s never been a better time to be financial services customer – in theory, at least. Once upon a time, if you had a query about your bank account or insurance policy, you either had to go into a physical branch to find an answer to your question, or sit on a telephone line during office hours waiting for an operative to answer your call. Continue reading Why Omni-channel Must be Omnipresent in the Innovation Evolution
Guest Post By Christopher Schyma, Vice President, Hospitality and Travel, 7… News that Hilton Worldwide, the world’s biggest hotel chain, has announced a new ‘predictive chat’ booking service on its websites is a reminder that booking rooms directly from corporate websites is a growing, if perhaps unexpected, trend and one that can benefit both customers and hotels alike. Continue reading Book Hotels Direct For Better Customer Service
PRESS RELEASE: KLM Royal Dutch Airlines is taking the next step in social servicing by testing artificial intelligence (AI) to help answer customer questions. When an agent needs to answer an incoming question, he or she gets a proposed answer through AI, which is trained on more than 60,000 KLM questions and answers. Continue reading KLM runs pilot with Artificial Intelligence provided by DigitalGenius
PRESS RELEASE: Verint® announced that a U.S.-based hotel and casino developer is implementing its workforce optimization solutions to heighten customer service and experiences and advance its ability to secure sensitive and private customer data. Among the Verint software being deployed are call recording, encryption management, desktop and process analytics, workforce management and performance management. Continue reading Leading Hotel and Casino Developer Implementing Verint Customer Engagement Optimization Solutions to Enhance Customer Experiences and Compliance
InMoment announced Experience Hub 2.0™, the next generation of the company’s technology platform. Hub 2.0 enhances the scope and richness of data, prioritises insights for more actionability and impact, and provides more intuitive reporting to help brands get to the “why” behind their data quicker and simpler than ever before. Continue reading InMoment Redefines Actionable Insights with Next-gen CX Platform
PRESS RELEASE: 1st Touch has announced the launch of iAppoint. The all-new self-service module will help social landlords to streamline customer appointment scheduling by speeding up and enhancing the processes involved. In addition, as online services cost only a fraction of call centre responses, the potential cost savings for landlords are also significant. Continue reading 1st Touch Launches iAppoint Scheduling For Social Landlords
PRESS RELEASE: The growing prevalence of online billing is putting businesses and service providers at risk of losing touch with customers according to new research, which reveals that almost one in three consumers have become distant from their bills as a result. The research of a nationally representative sample of 1,000 UK adults by Echo Managed Services, revealed that 70% of consumers prefer digital methods of bill communication, while over a third stated that online is the only method by which they want to receive their bills. Continue reading One in three customers disengaged with businesses as a result of online billing
PRESS RELEASE: More than half (53%) of adults in Britain regularly receive fraudulent or scam calls on their mobiles, according to online YouGov research from call-blocking and caller ID Company, Hiya (www.hiya.com). Continue reading More than half of British adults plagued by scam calls on their mobile phones
PRESS RELEASE: IR announced the results of its independent survey of 511 U.S. senior decision makers on their IT-related purchases specific to unified communications (UC) and its role in digital transformation of their organizations1. According to the survey, more than one-third of IT decision makers don’t believe their existing infrastructures are ready to support high traffic from the new productivity and collaboration tools that will drive this digital transformation. Continue reading IR Survey Reveals More Than One-Third of IT Decision Makers Doubt Their Organizations Are Ready for Digital Transformation within UC
PRESS RELEASE: Webhelp, has announced the appointment of Christine Scheffler as the group’s first chief human resources officer. Christine, who was formerly CHRO at arvato, has already taken on this newly created position at Webhelp and is based in the Paris HQ.
Olivier Duha, co-founder and shareholder of Webhelp, said: “Webhelp is growing on an international stage and at a very rapid pace. That is why we felt it was important to create a position that would look at organisational and people development opportunities across the group rather than on a country specific basis.
PRESS RELEASE: Concentrix inaugurated its purpose-built delivery centre in Wellington, further expanding its footprint in the region. Having commenced operations in New Zealand in February 2013, the company has launched the new delivery centre for an international technology client to deliver end-to-end customer engagement services, technology innovation, analytics, and process optimization. Continue reading Concentrix Makes Further Investment in New Zealand
PRESS RELEASE: Intelecom announced it has been positioned by Gartner, Inc. as a Challenger in the Contact Centre as a Service, Western Europe Magic Quadrant report for the second successive year. Continue reading Intelecom Positioned as a Challenger for the second consecutive year in Gartner’s Magic Quadrant for Contact Centre as a Service, Western Europe
PRESS RELEASE: Talkdesk has been named to Forbes’ “Next Billion-Dollar Startups” list for 2016. This list is comprised of 25 U.S. companies that are revolutionizing their industries and poised for extensive growth. Continue reading Talkdesk Named To Forbes’ Next Billion-Dollar Startups List