NewVoiceMedia announced that Esker has transformed its customer service experience and improved operational efficiencies with its ContactWorld for Service platform. Continue reading Esker moves to the cloud to transform customer service experience
Monthly Archives: December 2017
Cicero, Inc. Receives 2017 TMC Labs Innovation Award from CUSTOMER Magazine
Cicero, a leading provider of analytics and automation software for the back office and contact center, announced that TMC, a global, integrated media company, has named Cicero Insight as a 2017 TMC Labs Innovation Award winner presented by TMC’s CUSTOMER magazine. Continue reading Cicero, Inc. Receives 2017 TMC Labs Innovation Award from CUSTOMER Magazine
MAG launches technology arm to enhance end-to-end airport experience for passengers
MAG, the UK’s largest airport group and the owner of Manchester, London Stansted and East Midlands Airports, has launched its own technology and e-commerce business to respond to technology-driven changes in the way passengers travel and to move the airport experience into a new digital era. Continue reading MAG launches technology arm to enhance end-to-end airport experience for passengers
Organisations should embrace new messaging culture to satisfy rising customer service expectations
The research, The Digital Customer 2017 — Chat, tap, talk: eight key trends to transform your digital customer experience, is based on an independent survey of 5000 consumers across Belgium, China, Germany, the Netherlands, India, Singapore, South Africa, Spain, the UK and the US. Its findings suggest that a growing number of consumers internationally find it easier to deal with organisations via messaging and social media, a trend driven by a surge in their personal use of apps such as WhatsApp. Continue reading Organisations should embrace new messaging culture to satisfy rising customer service expectations
Virtual Hold Technology’s Partnership with Videlica Helps Businesses of all Sizes Eliminate Hold Time Across EMEA
Failure to tackle lengthy call queues has been a significant challenge for contact centres in the UK – costing businesses an estimated £3.7 billion. To help alleviate revenue loss, Virtual Hold Technology (VHT) and Videlica, a virtual queuing and omni-channel solutions provider, are expanding their long-standing partnership to bring VHT Callback cloud to EMEA. Continue reading Virtual Hold Technology’s Partnership with Videlica Helps Businesses of all Sizes Eliminate Hold Time Across EMEA
New Study Finds Brand Loyalty Hinges on Customer Support Experiences
A new study from IDC and LogMeIn found that fast and effective support will be a competitive differentiator for companies looking to win-over digitally transformed customers and employees. According to the study “Support Services as a Competitive Differentiator”, nearly 67% of consumers said that customer satisfaction was more important than price when doing business with a company, yet nearly 30% of companies still say that reducing the cost of support is more important than customer satisfaction. Continue reading New Study Finds Brand Loyalty Hinges on Customer Support Experiences