Olle Düring, CEO of Teleopti outlines three steps to put the Voice of the Employee at the heart of your contact centre… According to world-leading industry analysts Gartner,[i] “organizations need to assess the potential needs, expectations and aspirations of the next generation of employees within their contact centers. The impact a motivated and engaged employee can have, not just on operational performance but also on the customer experience, should not be underestimated.” Continue reading Workforce Engagement Management – what does it really mean?
8×8 Appoints Dejan Deklich as Senior Vice President of Global R&D
8×8 announced the appointment of Dejan Deklich as Senior Vice President of Global Research and Development (R&D). Dejan brings extensive experience leading large, global engineering teams that have successfully developed enterprise business applications, Software-as-a-Service solutions and more. As head of global R&D, Dejan will drive product innovation and excellence for 8×8’s global cloud communications portfolio, positioning the company for continued growth and success. Continue reading 8×8 Appoints Dejan Deklich as Senior Vice President of Global R&D
Freshdesk Launches Customer Support Marketplace with 100+ Apps
PRESS RELEASE: Freshdesk, the leading provider of cloud-based customer engagement software, today announced the launch of the Freshdesk Marketplace (http://apps.freshdesk.com). Freshdesk’s suite of products have always been built with the customer in mind. Each of our products enable businesses to hit the ground running, adding value from day one. The Marketplace is a big step in that direction which makes it beautifully simple for customers to discover and install apps and help maximize the capabilities of their helpdesk. Continue reading Freshdesk Launches Customer Support Marketplace with 100+ Apps
Pegasystems Brings Concierge-Level Service To Digital Experiences With Launch Of Pega Self-Service Advisor
Pegasystems launched Pega® Self-Service Advisor – an AI-powered capability that enables businesses to provide customers with intelligent ‘digital advisors’ anywhere on their web and mobile channels. By understanding customer intent in real time, this new one-click feature immediately surfaces the content and actions the customer needs into a single view. For the first time, businesses can provide AI-powered concierge-level service while bypassing scattered navigation experiences that frustrate customers and negatively impact the bottom line. Continue reading Pegasystems Brings Concierge-Level Service To Digital Experiences With Launch Of Pega Self-Service Advisor
Webhelp acquires German company Ocon
Webhelp, global provider of business process outsourcing services, has announced the acquisition of Ocon Office Concept GmbH, a state of the art BPO service center in Stuttgart, Germany with excellent technical expertise. Completion of the transaction is expected to be the end of March 2017, subject to authorisation from the relevant authorities. Continue reading Webhelp acquires German company Ocon
Noble® SmartAccept™ Receives Patent for Inbound Service Technology
Noble Systems announces the issuance of a US Patent for the company’s exclusive SmartAccept™ technology. SmartAccept helps inbound call centers and service organizations shrink Average Seconds to Answer (ASA), decrease abandoned calls, and deliver a better customer experience. Continue reading Noble® SmartAccept™ Receives Patent for Inbound Service Technology