Network Rail has appointed outsourced customer contact specialist, Echo Managed Services, to manage its 24-hour helpline, helpdesk and out-of-hours media services across a range of contact channels including voice, email, web chat and social media. Continue reading Echo wins £6.3m customer service contract with Network Rail
Daily Archives: February 7, 2018
New research from Aspect Software shows self-service and AI are redefining how consumers view customer service
Customer service has reached a digital tipping point, according to the latest research from Aspect Software. Although speaking with live customer service agents on the telephone is still the most popular first point of contact for British consumers contacting customer service (27%), if given the choice of using one method of communication, two-thirds of us would choose text channels such as live chat or even Facebook Messenger. Continue reading New research from Aspect Software shows self-service and AI are redefining how consumers view customer service
NICE cements workforce engagement leadership with consecutive Gartner accolades
NICE announced it has been positioned by Gartner, Inc. as a Leader in the Magic Quadrant for Workforce Engagement Management.1 The company was placed highest on the ability to execute axis and furthest to the right on the completeness of vision axis within the Leaders quadrant again this year. Continue reading NICE cements workforce engagement leadership with consecutive Gartner accolades
Parker Software launches new chat product
Live chat specialist, Parker Software, has this week launched a new chat product exclusively for the SME market. Branded WhosOn SmallTalk, the solution provides a free, lightweight chat channel for single users. Continue reading Parker Software launches new chat product
TUI UK & Ireland Implements Medallia to Expand Commitment to Customers
Medallia announced that TUI UK and Ireland has implemented a best-in-class customer experience program in its 600 retail stores. TUI UK is the largest holiday brand, delivering unique and modern holiday experiences for its customers every year. TUI UK uses Medallia to understand real-time customer feedback, which in turn helps to empower store managers by better understanding customer sentiment and to take quick action. Continue reading TUI UK & Ireland Implements Medallia to Expand Commitment to Customers
UK Startup Bank Tandem Partners with Personetics to Deliver AI-powered Everyday Banking that Puts Customers First
Digital challenger bank Tandem is partnering with Personetics, the leading provider of cognitive banking applications, to harness the power of artificial intelligence towards its promise of putting the customer first. Continue reading UK Startup Bank Tandem Partners with Personetics to Deliver AI-powered Everyday Banking that Puts Customers First
Consumers Say No to Chatbot Silos in US and UK Survey
eGain, the leading provider of cloud-based customer engagement solutions announced that chatbot silos are the biggest hurdle for consumers in using virtual assistants. The finding is from an independent survey of 3,000 consumers, conducted by Chatbots.org. Continue reading Consumers Say No to Chatbot Silos in US and UK Survey