Nearly two-thirds of customer service agents are satisfied in their jobs and millennials, the largest workforce demographic, are even more so with 70 percent of them saying they like what they do according to the just-released Aspect Agent Experience Index. Yet, despite the agent satisfaction reported, multiple research firms including Gartner and Juniper Research are predicting chatbots or A.I. will replace nearly all live agent interaction in the next several years. Continue reading New Customer Service Survey from Aspect Software Shows Harmony, Opportunity When Chatbots and Agents Work Together
AltiGen’s Hosted Skype for Business Deployed at Capture Technologies and now Available to Its Customers
PRESS RELEASE: AltiGen Communications, a Silicon Valley based provider of Hosted Skype for Business and Contact Center solutions, announces that its Hosted Skype for Business solution has been successfully deployed by Capture Technologies, a technology solutions provider out of Oakland, California. In addition to internally deploying the AltiGen Hosted Skype for Business solution for their own operations, Capture Technologies is reselling the solution to their own client base as part of the AltiGen Partner Program. Continue reading AltiGen’s Hosted Skype for Business Deployed at Capture Technologies and now Available to Its Customers
800Comms starts offering the Cloud Communications Services in the UK, Powered by BroadSoft and OneCloud Networks
800Comms, partnering with OneCloud Networks, secures an on-premise and cloud communications solutions powered by Broadsoft for its UK Market. BroadSoft is one of the pioneers of Unified Communications as a Service (UCaaS) solutions. There is no race with the existing players, we are focused to supply UCaaS solutions to rapid growing needs of a converging IT and communications market over secure networks at an affordable price. All offerings are truly cloud-based, unified and bundled with collaborative tools tailor-made to the customer needs. Continue reading 800Comms starts offering the Cloud Communications Services in the UK, Powered by BroadSoft and OneCloud Networks
UK consumers risk losing millions due to hidden ‘cost of hassle’
PRESS RELEASE: From not returning faulty goods or cancelling unwanted services to leaving account information out of date, our fatigue when considering contact with companies could be costing millions. Whilst one-in-three [1] admit to avoiding contact with companies whenever possible, research reveals that 77% of organisations see reducing customer effort as a top priority [2]. Continue reading UK consumers risk losing millions due to hidden ‘cost of hassle’
Adventure retailer Cotswold Outdoor boosts marketing tech investment
PRESS RELEASE: Adventure clothing retailer Cotswold Outdoor has invested in new marketing technology to support its upcoming growth trajectory. With over 80 stores throughout the UK plus a strong ecommerce presence, Cotswold Outdoor customers adopt different paths to purchase. But the brand has also recently implemented Call Intelligence software from ResponseTap, to ensure a true omnichannel proposition. Continue reading Adventure retailer Cotswold Outdoor boosts marketing tech investment
Flexible working; a 3-point plan for time-off-without-pay, zero and reduced hours in contact centers
Zero and reduced hours, time-off-without-pay (TOWP) could be the answer when it comes to flexible working but how will it work in practice? Per-Arne Karlsson, Technical Director APAC at Teleopti, shares a simple 3-point plan… Continue reading Flexible working; a 3-point plan for time-off-without-pay, zero and reduced hours in contact centers