Customer Service - Call Centre & Customer Management 365

PhotoBox Deploys RightNow Chat, Listens to Customers and Makes Key Improvements
PhotoBox’s recent Live Chat deployment with RightNow Technologies has helped the personal publishing and photo printing website clear some confusion with customers creating photo books for the first time.

Aspect Strengthens Customer-Company Interactions with New Unified Communications Capabilities
Unified Communications Applications for the Contact Centre Offer New Instant Messaging Features and Voice Portal Capabilities for Improved Business Processes

Pegasystems Announces Next-Generation Customer Experience Management Software
New SmartBPM® customer intelligence capabilities offer compelling alternative to traditional CRM

eGain - reinventing phone self-service with human-like intelligence
eGain Adds Intelligent Voice Self-Service Solution to Its Multichannel Customer Interaction Hub Suite.

Empirix Releases Empirix Testing as a Service, a Completely Flexible, Custom End-to-End Testing Solution
Empirix Testing as a Service combines Empirix's technology breadth with deep testing expertise to help contact centers ensure a quality customer-agent experience at low cost

Telephonetics VIP leads the way with natural, simple, effective patient reminders
Telephonetics VIP , the speech automation specialist, is pleased to announce that calls from their interactive patient appointment reminder system (Remind+) are now presented using natural language as standard.

Genesys introduces suite of software to manage customer service performance throughout the enterprise
from the executive suite to broadband mobile devices Genesys Advisor software leverages Visual Real-Time Management to monitor and measure operational performance of customer service and align operations with business requirements

NHS Pensions sign Prolog and Communisis for ‘Choice’ campaign
NHS Pensions has signed outsourced services specialist, Prolog, and Leeds-based communications solutions business, Communisis, to provide multi-channel communications support for ‘Pensions Choice’, which gives more than 1.3 million NHS employees the opportunity to transfer their pension benefits from the 1995 Section to the 2008 Section which has a later normal retirement age of 65.

Nissan singles out UK ‘Customer Experience’ as best in Europe
Car giant Nissan has singled out its customer service team in the UK as providing the best improvement in the Nissan ‘Customer Experience’ for Nissan companies across Europe.

Yorkshire Water Customer Services Arm Deploys Impact 360 Quality Monitoring Software
Yorkshire Water Customer Services Arm Deploys Impact 360 Quality Monitoring Software from Verint Witness Actionable Solutions, Extending Investment and Adding New Capabilities - Leading Utility Company Leverages Next-Generation Quality Monitoring Solution, Furthering Customer Service Focus; Benefits from Encryption Capabilities, Helping Protect Customer Data and Meet PCI Requirements.

Speech Recognition or the Human Touch
Could speech recognition and automation systems be preferable to human agents? Recent research says in some cases, it can.

Automation – Democratic Technology
Automation is crucial for the contact centre industry to run effectively and efficiently, and now call centres are embracing the proliferation of personal technology to reach customers.

Telesales / Telemarketing Trade Told to Keep Things Quiet
Shhhhh! Consumers have spoken out about the new rules on silent calls for the telesales and telemarketing sector.

Customer Service - Not to Be Ignored
Providing good customer service shouldn't be placed on the back burner by any means, and Ofgem has made a very recent example of this.

Outsourcing – Plugging the Gap
The recession has triggered a huge amount of stress and worry for many people, which could explain why Wycombe District Council resorted to outsourcing

BPO Booms in Economic Depression
Business Process Outsourcing (BPO) is booming as the credit crunch bites.

Customer loyalty to make a come back
UK businesses must rethink customer loyalty approach to survive the recession.

Customer Complaints
Dissatisfaction rife in the utility market regarding customer complaints.

Customer Loyalty – Helping Call Centres Survive the Recession
During the financial downturn, contact centres need to do more than just make a sale - instead they need to retain that sale and achieve customer loyalty in order to survive.

Outsourcing – Credit Crunch Solutions
The recession has led to job cuts and more and more companies are outsourcing and subcontracting in order to survive the scary economic climate.

Call Centre Software – Do You Know About SaaS?
Shocking revelations show that a large number of call centre professionals are still unaware of the latest call centre software available today.

Customer Insight – Invest During the Recession
'Customer Insight' is a process that begins with knowing and understanding what your customers want, and contact centres are advised to invest during the recession to get an edge over competitors.

CRM - Customer Relationship Management Easier Than Ever
Social networking websites have made marketing, sales and customer relationship management (CRM) for businesses easier than ever, so now there really are no excuses for neglecting the issues of CRM

Outsourcing – Looking at the Top Reasons for Outsourcing Today
The state of the economy has inevitably had many ramifications for the employment market and there are many compelling reasons for a company to consider outsourcing in 2009 and beyond. Looking at the benefits at outsourcing will help explain this.

Customer Service – Concerns about the Quality of Customer Service
According to Watchdog, the standard of customer service from contact centres is actually worsening and this is obviously a cause for concern because having well respected and maintained customer service channels is central to a business’ success.

Invest in CRM – Don't Get Dragged Down by the Downturn
A report is warning that contact centres and businesses should not scrimp on CRM investment if they want to be in poll position for the economic upturn.

Workforce Management & Optimisation Key Trends
Technology can ensure effective workforce management and optimisation in these challenging economic times.

Unified Communications – A Positive Impact on Contact Centres
According to a recent study, Unified Communications is perceived as a huge benefit to the contact centre industry.

CRM systems show their strength in the face of recession
The vice like grip of the credit crunch in the UK has been impossible to ignore but most companies have seen the benefits of customer relationship management (CRM) systems and have pressed on with their CRM initiatives in the early months of 2009 and will carry on doing so.

Contact Centre Solutions – Call Centres in Pacific-Asia in Choppy Waters
According to a report from solutions company, Avaya, many customers of contact centres in Asia-Pacific were deeply unsatisfied with the level of service they received recently. Call centres are turning to contact centre solutions providers to help retain their client base

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