Improving agent motivation and productivity has long been a challenge for the contact centre. In fact, some of the more outdated tactics to improve productivity have probably contributed to low levels of job satisfaction and the high agent turnover rate for which the industry is famous. Industry sources estimate that agent churn is as high as of 26 per cent, costing the industry as much as £2.3 billion annually. Continue reading 4 ways to increase productivity in the contact centre
Monthly Archives: August 2017
Council invests in new system to improve customer calls
Residents and businesses needing help with council services will benefit from an improved customer experience after cabinet approved a £273,000 upgrade to the council’s telephone system. Continue reading Council invests in new system to improve customer calls
Vodafone launches cloud based Customer Management apps for SMEs in partnership with SugarCRM
Vodafone Business Services (VBS) has announced Vodafone CRM – a suite of cloudbased customer management applications in partnership with SugarCRM, designed to enable Small & Medium enterprises have a 360 degree customer view and to build greater customer relationships. Continue reading Vodafone launches cloud based Customer Management apps for SMEs in partnership with SugarCRM
Ormuco Launches Fully Managed Cloud Service in Finland in Collaboration with HPE and ALSO
Montreal-based Ormuco, in collaboration with Hewlett Packard Enterprise (HPE) and ALSO, launched a fully managed cloud computing service in Finland that offers enterprise customers, service providers, independent software vendors (ISVs) and resellers true workload portability in an open, vendor-neutral, hybrid cloud environment. Continue reading Ormuco Launches Fully Managed Cloud Service in Finland in Collaboration with HPE and ALSO
Verizon 2017 Payment Security Report demonstrates a link between payment card security standard compliance and the ability to defend against cyberattacks
With cybercrime on the increase, payment card security is increasingly a focus for companies and consumers alike. The Payment Card Industry Data Security Standard (PCI DSS) is there to help businesses that take card payments protect their payment systems from breaches and theft of cardholder data. The findings from the Verizon 2017 Payment Security Report (2017 PSR) demonstrate a link between organizations being compliant with the standard, and their ability to defend themselves against cyberattacks. Continue reading Verizon 2017 Payment Security Report demonstrates a link between payment card security standard compliance and the ability to defend against cyberattacks
A Quartet of Awards for Webhelp in the 2017 South African BPO and Contact Centre Awards
Webhelp has been named the top operator in four categories at this year’s BPeSA and CCMG Industry Awards.Leading global customer experience and business process outsourcing expert Webhelp has been named the top operator in four categories at this year’s BPeSA and CCMG Industry Awards. Continue reading A Quartet of Awards for Webhelp in the 2017 South African BPO and Contact Centre Awards
Web RTC product set to change shape of UK voice communications
A Yorkshire tech firm become one of the first UK companies to utilise Web RTC (Real Time Communications) to power a new commercial voice product. Web RTC has helped brands such as Facebook, Snapchat and WhatsApp build billion dollar companies thanks to their ability to provide high quality voice and video services to consumers. Continue reading Web RTC product set to change shape of UK voice communications
Lithium to Acquire External Online Community Business from Jive
Lithium Technologies, the market leader in social media management and online community products announced it has entered into a definitive agreement to acquire Jive Software’s external community business from Jive Software, an Aurea company. Terms of the transaction were not disclosed. Continue reading Lithium to Acquire External Online Community Business from Jive
Blue Cross of Idaho Improves Customer and Employee Experience with NICE Solutions
NICE announced that Blue Cross of Idaho, providing health insurance for approximately one quarter of the state’s population, has streamlined its contact center processes, increased agent engagement, and improved customer experience with a suite of NICE Process Automation and Workforce Management (WFM) solutions. Continue reading Blue Cross of Idaho Improves Customer and Employee Experience with NICE Solutions
Leading Credit Card Company Implementing Wide Range of Verint Customer Engagement Solutions
Verint® announced that a worldwide credit card leader is implementing a wide range of solutions from its Customer Engagement™ portfolio. This deployment follows the organization’s current use of Verint’s workforce optimization technology, and supports its commitment to the delivery of consistent, quality service to customers through its US contact centre operations. Continue reading Leading Credit Card Company Implementing Wide Range of Verint Customer Engagement Solutions