PRESS RELEASE: As luxury brands set the pace in the customer retention stakes in 2017 by focusing on combining traditional service values with the latest digital customer service techniques, Aquarium Software says software can help contact centres achieve a similar end goal. Continue reading Contact centres need a brand new approach when it comes to customer service →

PRESS RELEASE: Mitel® launched the first in a series of reports examining the cost of inadequate enterprise communications and collaboration capabilities. The independent survey, conducted by Webtorials, analyzed the ways people interact both inside and outside an organization. Continue reading Businesses Lose an Average of $11,000 per Employee Every Year Due to Ineffective Communications and Collaboration →

PRESS RELEASE: A study of IT managers and decision makers and Risk & Compliance managers within UK financial services businesses, reveals a lack of preparation and understanding of the requirements of MiFID II legislation due to come into force in January 2018. Continue reading Aeriandi Study Highlights UK Financial Institutions are Unprepared for MiFID II Legislation and Unaware of Extent of Penalties →

“Artificial intelligence (AI) and Instant Messaging (IM) are poised to fundamentally change the service call experience,” says Nicholas O’Connor, strategic business development consultant at hi.guru. “Already, many companies are using social media and considering chatbots to address customer queries – resulting in a rethink of how service resolution may be optimised. Continue reading 2017 – the Arrival of AI and IM in the Contact Centre →