Don’t let technology come between you and exceptional customer service. That’s the message from Rebecca Philip at Teleopti as industry statistics reveal four in every five contact centres are frustrated by technology. Here are 5 ways to buck the trend using a winning formula based on WFM. Continue reading Is technology holding you back from delivering exceptional customer service? 5 ways to buck the trend
All posts by Sam Heggie-Collins
Calabrio Appoints Josh Jabs as Chief Technology Officer
Calabrio, the customer experience intelligence company, has hired Josh Jabs as Chief Technology Officer. Reporting to President and CEO Tom Goodmanson, Jabs is responsible for delivering Calabrio solutions on a global scale, including overseeing product development, engineering and cloud operations. Continue reading Calabrio Appoints Josh Jabs as Chief Technology Officer
The Woodland Trust enhances telephone payment security thanks to PCI Pal
PCI Pal®, the secure payments provider to contact centres, has implemented its cloud-based Agent Assist payment security solution with The Woodland Trust, to ensure all telephone-based transactions are securely handled and comply with PCI DSS. Continue reading The Woodland Trust enhances telephone payment security thanks to PCI Pal
Cisco Contact Center and TTEC Expand Their Strategic Partnership with New Enterprise Cloud Offering
TTEC and Cisco announced a strategic partnership wherein TTEC Digital will become the first authorized reseller of Webex Contact Center Enterprise. This new Cisco offering will deliver an enterprise-grade CCaaS solution, at their unmatched standards for highly secure global scale and reach. Continue reading Cisco Contact Center and TTEC Expand Their Strategic Partnership with New Enterprise Cloud Offering
Sprinklr Launches Live Chat for Fast, Personalized Customer Support
Sprinklr announced Sprinklr Live Chat, a customer service capability that helps businesses provide immediate support to visitors on their website and mobile applications. Users can automatically assign incoming chats to available agents or enable chatbots with artificial intelligence that can answer standard queries. Continue reading Sprinklr Launches Live Chat for Fast, Personalized Customer Support
RichRelevance Announces Plans to Consolidate Business With Manthan Software
RichRelevance, the global leader in Experience Personalization announced that the company has signed a series of strategic partnership agreements with Manthan Software for a joint go-to-market and have set a path towards consolidating their category-leading businesses in the coming year, in compliance with applicable regulations. Manthan is a global leader in cloud analytics for consumer-facing businesses. Continue reading RichRelevance Announces Plans to Consolidate Business With Manthan Software