Future of Customer Service: a special report by Raconteur, published in The Times, delves into key issues which are shaping the customer service industry today and in the not-so-distant future. Continue reading Future of Customer Service Report 2018 Published in The Times’ Supplement; Raconteur
Monthly Archives: May 2018
Veridian Credit Union Implements CallMiner Eureka and myEureka Speech Analytics to Increase Member Satisfaction
CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced that Veridian Credit Union has selected CallMiner’s Eureka platform and myEureka solution for a complete contact centre analytics platform that analyzes 100% of member conversations and automates agent performance feedback. Continue reading Veridian Credit Union Implements CallMiner Eureka and myEureka Speech Analytics to Increase Member Satisfaction
How incentives shape the future of bank contact centres’ culture, says Auriemma Consulting Group
Financial service providers rely on incentives to motivate, increase productivity, and reward their employees. According to Auriemma Consulting Group research, 83% of financial service providers use incentives for agents and 67% for team leaders. However, the future of incentives may be in jeopardy. Continue reading How incentives shape the future of bank contact centres’ culture, says Auriemma Consulting Group
Helpshift Unveils SensAI: AI Tech Designed Specifically for Customer Service
Helpshift, the company revolutionizing the customer service industry, announced the release of SensAI, the first artificial intelligence natively built for customer service. Using SensAI, brands can automate the support process to make service interactions more human—while reducing time to resolution, optimizing operations, lowering overhead in the contact centre, and improving day-to-day life for agents. Continue reading Helpshift Unveils SensAI: AI Tech Designed Specifically for Customer Service
Redcar and Cleveland Council Signs Ten-Year Contract with Liberata for the Digital Transformation of its Revenues and Benefits Services
Liberata has announced that it has been awarded a ten-year contract, worth up to £21 million, with Redcar and Cleveland Council. Liberata’s strategic partnership commenced over 12 years ago, with Liberata delivering service excellence for Revenues and Benefits. The new contract will see Liberata drive digital transformation in the existing services and, in addition, provide contact centre services for Revenues and Benefits. Continue reading Redcar and Cleveland Council Signs Ten-Year Contract with Liberata for the Digital Transformation of its Revenues and Benefits Services
Ribbon Continues to Pursue Legal Remedies against Metaswitch
Ribbon Communications, a global leader in secure and intelligent cloud communications, announced that its wholly owned subsidiary filed a patent infringement lawsuit against Metaswitch in the United States District Court for the Eastern District of Texas. This lawsuit seeks enhanced damages for Metaswitch’s continued infringement of seven Ribbon patents (from Ribbon subsidiary GENBAND) that Metaswitch has already been found to infringe in an earlier lawsuit. Continue reading Ribbon Continues to Pursue Legal Remedies against Metaswitch