TeleWare’s chief innovation officer Paul Millar looks forward to the next 25 years… 25 years is a long time in technology. When we started TeleWare some 25 years ago there was no Google, no smart phones, no social media and mobile telephony was only in its infancy. Continue reading TeleWare celebrates its 25th anniversary
Category Archives: Guest Content
How brands need to adopt a new model to deliver meaningful conversations
By Neil Titcomb, Regional Sales Director Northern Europe at Eptica... The growing importance of customer experience is fundamentally changing how companies are structuring and delivering service to consumers. The old model of a voice-centric call centre that was expanded piecemeal to cover new channels is simply too labour-intensive and fails to deliver the fast, consistent and high quality conversations that today’s consumers are demanding. Continue reading How brands need to adopt a new model to deliver meaningful conversations
Why you need to give your employees the freedom to perform on every call
By Holger Reisinger, VP, Business Solutions, Jabra… For people who talk to customers for a living like call center agents, traders, IT supporters or private bankers, great conversations are key to driving customer satisfaction. However, customer satisfaction is under pressure. Continue reading Why you need to give your employees the freedom to perform on every call
What makes a good user interface?
The user interface is like a joke. If you have to explain it, it’s probably not that great. Here, Stephen Parker, CEO of Parker Software, producer of live chat software, explains the key elements that make for a good user interface — from the visual aesthetics of the design to user ergonomics and functionality. Continue reading What makes a good user interface?
What do older generations want from customer service?
It may surprise you that one in five Twitter users are aged over 50, over 59 per cent of seniors have made a digital purchase in the past three months and a colossal 28 million seniors have a Facebook account. Clearly, online tools are not just for the younger generation. To illustrate this, live chat developer, Parker Software, has created a free, downloadable infographic detailing why the older generation is choosing online live chat applications as its preferred method of communication with businesses. Continue reading What do older generations want from customer service?
Real Time Adherence – what’s not to love?
Nick Smith at Teleopti gives 3 compelling reasons why RTA is here to stay… Scheduling disruptions are an everyday occurrence for frontline operations and a major headache for contact center leaders everywhere. Continue reading Real Time Adherence – what’s not to love?