Customer engagement centres must develop a robust self-service platform in order to deliver a strong customer experience and deliver an effective omni-channel experience. This is according to Stephen Ball of Aspect Software, a global provider of fully-integrated consumer engagement, workforce optimisation and self-service solutions. Continue reading Robust self-service platform now essential in the modern customer engagement centre, says Aspect
All posts by Sam Heggie-Collins
Five Steps to Reinventing Quality Management in Contact Centres
Thomas Rødseth, VP of Product & Marketing at Intelecom, says it’s time to follow the lead of smart, successful organisations with a fresh approach to Quality Management… For years quality management (QM) has remained stuck in a time bubble while the world has moved on. How often have customers complained that your agents sound like robots reading off a script or they feel hurried as agents try to get them off the phone as quickly as possible? Continue reading Five Steps to Reinventing Quality Management in Contact Centres
One Customer, How Many Agents?
Guest Post by mplsystems: As a consumer, a couple of weeks ago, I purchased a product (the details of which are not important) from a well-known and large in size retail brand. While using it in it’s fairly new state, part of it broke, proving the product as faulty and delivering a poor customer experience. After spending a fair amount of money on this product, I was left feeling short-changed and so decided to complain to their customer service department. Continue reading One Customer, How Many Agents?
The Future of Intelligent Customer Routing
Routing customer queries to the best skilled agent to deal with them is the foundation of every contact centre. As consumers continue to increase the amount of channels they communicate with the company via, it becomes increasingly difficult, and yet crucial, for contact centres to assign them in a timely manner. For example: after speaking to an agent on web chat, the customer would expect to have their query routed to the same agent on the phone later down the line. Continue reading The Future of Intelligent Customer Routing
Atrain makes business communication fresh and engaging with Fuze
PRESS RELEASE: Fuze, the leader in global voice, video, messaging, and collaboration announces a new contract with Atrain, a global human resources management consultancy, to deliver a modern, native communications experience to meet the expectations of its young workforce, located across seven global offices. Using Fuze, Atrain is creating a culture of easy communication for employees and their clients, with an all-in-one solution with intuitive features to maximise user adoption and productivity. Continue reading Atrain makes business communication fresh and engaging with Fuze
VOSS Solutions Extends Collaboration with KCOM to Provide Integrated Contact Center Management and UC Management from a Single Portal
PRESS RELEASE: VOSS Solutions announced a collaboration with KCOM to offer an integrated management solution for both UC and Contact Center, enabling front and back office support from a single, highly intuitive administration portal. KCOM is one of the UK’s most respected and established IT and communications services companies, offering integrated solutions to some of the UK’s largest public and private sector enterprises. In 2012, KCOM became the first Cisco HCS Contact Center customer in Europe and VOSS has provided the UC management component to KCOM’s cloud communications platform ever since. Continue reading VOSS Solutions Extends Collaboration with KCOM to Provide Integrated Contact Center Management and UC Management from a Single Portal