Turning customer interactions into opportunities is easier than you think says Colin Hay at Puzzel. The trick is to keep it simple and to give contact centres the “wow” factor with some quick and easy wins… Continue reading Customer Interaction – Keep it simple: 8 Ways to re-energise customer service
Monthly Archives: March 2018
Noble Systems Applauds Court’s TCPA Ruling
Noble Systems, a global leader in omnichannel contact centre technology solutions, applauds the recent Court ruling regarding the FCC’s interpretation of the TCPA statute, which significantly impacts the industry and daily operations of customer contact teams. Noble Systems has been an advocate for the contact center industry throughout the company’s almost 30-year history. Continue reading Noble Systems Applauds Court’s TCPA Ruling
Conversational Customer Care Reduces 80% of Repeat Callers
Convergys announced another step forward in its Conversational platform, Intelligent Voice Portal 11, which delivers human-like virtual assistant technology. Convergys’ Virtual Assistant (VA) Solutions allows customers to say what they need in their own words, complete tasks in the popular IoT devices Amazon Echo™ and Google Home™ and provide a real-time conversational chat bot on Facebook Messenger to resolve customer questions. Continue reading Conversational Customer Care Reduces 80% of Repeat Callers
Aspect Software Awarded Patent for Workforce Management Multi-Channel Scheduling System
Aspect Software announced the award of a new patent for modeling and simulating the interaction dynamics of chat, email, IM, social media and other text-based customer communication in a workforce management (WFM) environment. The patent was awarded for the unique method used to accurately estimate the required staff in a multi-skill, multi-channel contact centre environment. Continue reading Aspect Software Awarded Patent for Workforce Management Multi-Channel Scheduling System
Convergys Releases Enterprise Voice of the Customer Software to Help Companies Transform the Way They Use Feedback
Convergys, a global leader in customer management announced the release of ConvergysCX, a cloud-based Voice of the Customer platform that helps companies change the way customer feedback is used at scale. Continue reading Convergys Releases Enterprise Voice of the Customer Software to Help Companies Transform the Way They Use Feedback
Nokia’s new AI-powered analytics software dramatically improves customer experience and satisfaction
Nokia has unveiled the latest version of its Cognitive Analytics for Customer Insight software, providing powerful new capabilities so service provider business, IT and engineering organizations can consistently deliver a superior real-time and personalized customer experience. Continue reading Nokia’s new AI-powered analytics software dramatically improves customer experience and satisfaction