The biggest mistakes call centres make
It’s a fact: a call centre can either be the best tool for improving customer relationships, or the thorn in the proverbial side, says Jed Hewson, director of 1Stream. After all, the contact centre is the “shop window” – it’s the first point of call when a customer...
DiData forum to focus on contact centre
The contact centre has been in constant evolution since the 1990s, with some experts stating that it will be irrelevant in 2020. The current stage of evolution is the proliferation of channels, where a number of different channels are being used to interact with...
New appointment at Aspect Software
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, and back-office solutions, has announced the appointment of Kenneth Ewell to the position of Senior Vice President, Worldwide Professional Services. Ewell...
Bank Hapoalim rolls out Genesys solution
Genesys, a leader in contact centre and customer service solutions, has announced that Bank Hapoalim, Israel’s largest bank with a global reach in three continents, has successfully transformed its business operations and increased its competitiveness with Genesys...
RegioCom deploys Aspect Unified IP 7.1
RegioCom, a German service provider focused on commercial and IT processes as well as software solutions for utilities, relies on Aspect solutions for their customer care. Since the beginning of the year it has deployed the latest version of the Aspect Unified IP...
Key 2014 contact centre trends
Hosted technology provider 1Stream has released a white paper detailing the key trends affecting the South African contact centre industry, including technology providers in the space. “The market has definitely grown dramatically over the last five years,” says Bruce...
Quality measurement in the contact centre
Call volumes and talk time are the last metrics a contact centre should look at, when assessing quality of service, says Karl Reed, chief marketing and solutions Officer at Elingo. A decade ago, the measures of an effective contact centre included the number of calls...
Interactive Intelligence wins F&S award
Interactive Intelligence, a global provider of software and services designed to improve the customer experience, has received the 2013 EMEA Frost & Sullivan Contact Centre Company of the Year Award. The award is based on Frost & Sullivan’s recent research...
Procuring a next generation contact centre
Contact centres and finding the right solution is all about the detail. Every contact centre is different, the complexity and sophistication of the solution needed is entirely dictated by the specific business needs and vertical sector that you operate in; there...
Social media as a contact centre
Could social media in its mainstream form become the go-to technology for customer service? The Gartner Group certainly thinks so. In a research paper published in April, Social Media for CRM Will Force a Shift From Contact Centres to Customer Engagement Centres, VP...
Video-based customer service
Video-based customer service is a key growth area. Think about the new Google+ platform – how it is designed to allow us to use easy, Google+ spontaneous video chat to strike up conversations with others, says Peter Flanagan, Genesys regional director: Southern &...
STD-Multiopción uses Aspect Social solution
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, and back-office solutions, has announced Spanish-based STD-Multiopción, a leading provider of contact centre services, promotion management, BPO and...