Could Social Media Have Prevented the 2008 Financial Crisis?

GUEST POST: In 2017 the vast majority of people use social media in one form or another. Companies are increasingly using what we post and who were are connected to in order to make a whole host of decisions about us. For many this seems like a scary thought, but could it actually be something that could have more far reaching benefits than at first sight? David Turner, UK CEO of leading global customer experience expert, Webhelp, explores this issue. Continue reading Could Social Media Have Prevented the 2008 Financial Crisis?

PCI-PAL wins significant contract with global automotive repair group

PRESS RELEASE: PCI-PAL PLC, a global supplier of PCI[1] – compliant contact centre payment solutions, announces that it has been selected in a competitive tender by a world leader in the automotive repair market, replacing a legacy service provider. The customer has a Euro 3 Billion turnover, operates in over 30 countries and 5 continents, and has in excess of 25,000 employees worldwide. Continue reading PCI-PAL wins significant contract with global automotive repair group

CallCare dials up Yorkshire presence with acquisition

PRESS RELEASE: The Call Centre Group, the parent company of the UK’s leading call centre service specialist CallCare, has acquired Yorkshire-based Your Business Voice as part of its £3.5 million commitment to building a presence in the region. The acquisition will allow CallCare to grow the existing 30-strong team operating at the Shipley-based firm and deliver an enhanced service to clients, while widening its footprint within Yorkshire. Continue reading CallCare dials up Yorkshire presence with acquisition

UK falls victim to international criminal gangs as borderless phone fraud rises

PRESS RELEASE: The rise in fraudulent calls made to the UK by international criminal gangs has almost doubled in the last 12 months. According to a new report from fraud protection and authentication company Pindrop, 52 per cent of fraudulent calls made to UK financial institutions in 2016 originated from countries outside of the UK. This is up 24 per cent compared to 2015, indicating the growing prominence of call centre fraud as an international crime. Continue reading UK falls victim to international criminal gangs as borderless phone fraud rises

Swyx announces partnership with CRM specialist for enhanced customer experience

Unified communications vendor, Swyx Solutions AG and CRM expert, CAS Software AG are deepening their existing collaboration. The common goal is to open up new channels for customer communications and to bundle all contact types into one single solution. Companies can therefore transform any interaction into a unique customer experience. Continue reading Swyx announces partnership with CRM specialist for enhanced customer experience

Britain’s secret customer service army: unsupported and undertrained

PRESS RELEASE: Britain has a secret army of untrained customer service workers who are stretched to breaking point as businesses fail to invest in technology or training. Currently there are 766,000 people working in contact centres in the UK.1 However, there are more than 4.6 million additional staff dealing with customer service enquiries, who don’t work in a traditional contact centre.2 Continue reading Britain’s secret customer service army: unsupported and undertrained

Webhelp and honeybee Form Partnership to Revolutionise Contact Centre Sales Operations

honeybee, a pioneer set to transform the way people buy and sell, has announced a partnership with Webhelp, one of the world’s leading customer experience and business process outsourcers. The collaboration will see Webhelp introducing the honeybee solution into contact centres across the globe, improving the customer journey for organisations in a wide range of regions and industries. Continue reading Webhelp and honeybee Form Partnership to Revolutionise Contact Centre Sales Operations

BGL Group invests in Customer Excellence programme to build multi-channel capability.

BGL Group’s strategic focus is to make a difference for its customers, colleagues and communities. The Group has developed a Customer Excellence strategy intended to utilise digital technology with the aim of improving overall customer experience. BGL is a leading digital distributor of household finance products to more than eight million customers who are serviced through Fusion contact centres across the UK. Continue reading BGL Group invests in Customer Excellence programme to build multi-channel capability.

Bright Pattern Teams up with transcosmos to Power Facebook Messenger for a G500 Consumer Electronics Company

PRESS RELEASE: Bright Pattern, provider of omnichannel cloud contact center software and transcosmos, global leader with over 45 years of experience in outsourced services announces an omnichannel customer service solution for a major consumer electronics company’s Facebook page. Continue reading Bright Pattern Teams up with transcosmos to Power Facebook Messenger for a G500 Consumer Electronics Company

Carvana Moves Away from Legacy On-Premise Communication System to RingCentral’s Cloud Communications Solution

RC_LOGOC_RGBRingCentral, a leading provider of enterprise cloud communications and collaboration solutions announced that Carvana, a leading e-commerce platform for buying used cars, has transitioned its enterprise business communications needs to the cloud with RingCentral, citing mobility, open platform integrations, and scalability as key benefits. Continue reading Carvana Moves Away from Legacy On-Premise Communication System to RingCentral’s Cloud Communications Solution

Choctaw Nation Selects InMoment’s CX Intelligence Platform to Build Financial Sustainability Through High-Value Guest and Employee Experience

InMoment announced that Choctaw Nation of Oklahoma, the third largest Native American tribe in the country, has selected the company’s industry-leading customer experience intelligence platform to support the Nation’s long-term financial sustainability through a deeper understanding of customer and employee data. Continue reading Choctaw Nation Selects InMoment’s CX Intelligence Platform to Build Financial Sustainability Through High-Value Guest and Employee Experience

Creative Virtual Awarded the Queen’s Awards for Enterprise: Innovation 2017

PRESS RELEASE: Creative Virtual is a winner of the Queen’s Awards for Enterprise: Innovation 2017. The Queen’s Awards for Enterprise is the UK’s most prestigious business award for British companies. It recognises UK businesses for outstanding commercial success in four categories, including Innovation. Continue reading Creative Virtual Awarded the Queen’s Awards for Enterprise: Innovation 2017

VHT Wins Top Honors from Frost & Sullivan for Enhancing Contact Center Customer Engagement with its Innovative Software Suite, VHT Navigator™

PRESS RELEASE: Based on its recent analysis of the contact center software market, Frost & Sullivan recognizes Virtual Hold Technology (VHT) with the 2017 North America Frost & Sullivan Award for New Product Innovation. Continue reading VHT Wins Top Honors from Frost & Sullivan for Enhancing Contact Center Customer Engagement with its Innovative Software Suite, VHT Navigator™