Monthly Archives: January 2019

Market Research

Joint research by SDI and Freshworks reveals that only 38% of service desk teams provide businesses with context on data

Freshworks, a global leader in customer engagement software announced the results of a business metrics research project suggesting that businesses aren’t gaining full value from their service desk data. The joint research ‘Measuring and Making Most of Service Desk Metrics’ provides insights into what metrics organizations are measuring, how often they produce reports and what they do with the data. Continue reading Joint research by SDI and Freshworks reveals that only 38% of service desk teams provide businesses with context on data →

Acquisitions & Mergers

West Corporation Divests Remaining Legacy Call Centre Operations

West Corporation, a global leader in technology-enabled services announced its Board of Directors has approved the divestiture of West Revenue Generation Services, LLC (“WRGS”) via a dividend transaction to its shareholders, effective January 1, 2019. Going forward, WRGS will operate as an independent company from West and continue to be owned by affiliates of Apollo Global Management, LLC. Continue reading West Corporation Divests Remaining Legacy Call Centre Operations →

Guest Post

Digital transformation projects will continue to disrupt the customer experience in 2019, says Aspect Software

Over the last few years, digital transformation has been one of the biggest buzzwords in business and with organisations understanding the benefits that technologies such as AI, IoT and big-data analytics can bring, projects have been executed, bringing improved efficiencies, cost reductions and improvements to business processes. According to Aspect Software, these projects will continue to dominate in 2019, disrupting the customer experience landscape. Continue reading Digital transformation projects will continue to disrupt the customer experience in 2019, says Aspect Software →