Customer experience is today’s number one USP and it’s revolutionizing the way we do business. While the contact centre remains the catalyst for service excellence, every single department must play its part. Rob Clarke at Teleopti sheds light on a few golden rules for corporate-wide customer service… Continue reading The whole organisation is a customer service centre
Monthly Archives: February 2019
Government outsourcing spend reaches highest level since 2015
The public sector outsourcing market soared to a three-year high in 2018 as government organisations signed contracts worth £2.9 billion, according to the Arvato UK Outsourcing Index. Continue reading Government outsourcing spend reaches highest level since 2015
8×8 Announces New Capabilities for X Series Cloud Communications and Contact Centre Solution
8×8, a leading cloud provider of voice, video, collaboration and contact centre solutions for over one million users worldwide introduced a series of new capabilities to 8×8 X Series, 8×8’s award-winning, one cloud-based technology platform for business communications and contact centre. Continue reading 8×8 Announces New Capabilities for X Series Cloud Communications and Contact Centre Solution
TTEC Establishes Customer Experience Operations in Greece
TTEC, a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative solutions for many of the world’s most iconic and disruptive brands announced that it has established operations in Athens, Greece, as part of the company’s growth activities in the European region. The company will hire up to 250 customer experience associates in Athens over the coming months. Continue reading TTEC Establishes Customer Experience Operations in Greece
Anderson Zaks launches new service for call centre (MOTO) payments that helps reduce payment risk
Anderson Zaks, a leading omni-channel Payment Service Provider (PSP) based in the UK, has launched a new service offering secure card not present payments (MOTO) for call centres. Continue reading Anderson Zaks launches new service for call centre (MOTO) payments that helps reduce payment risk
Nuance Reveals Project Pathfinder: Machine Learning that Increases the Conversational Intelligence of Virtual Assistants
Nuance has revealed Project Pathfinder, a breakthrough technology that uses machine learning and Nuance AI innovation to increase the conversational intelligence of virtual assistants (VAs) and chatbots. Project Pathfinder reads existing chat logs and transcripts of conversations between agents and customers within contact centres, and automatically builds highly effective dialog models used to create and support two-way conversations between virtual assistants and consumers. Continue reading Nuance Reveals Project Pathfinder: Machine Learning that Increases the Conversational Intelligence of Virtual Assistants