What’s in a telephone number?

by Martin Hill-Wilson

Change is coming in the way organisations fund their voice-based customer service operations. Both the EU and Ofcom have designs on the number range and pricing of such services. I’ve just spent more than a few bleary eyed hours mugging … View full article

Posted in: Customer Service
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Cloud-based contact center solutions are changing the game

by Donna Fluss

Contact center and IT leaders have been searching for better and more cost-effective ways to help customers without forsaking efficiency and productivity. The answer for many lies in the cloud. While it took contact centers close to 15 years to … View full article

Posted in: Call Centre Technology, Cloud Computing, News & Events, Platform
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How SureFlap brought customer service in-house

by Jonathan Gale

Check out our new video below to find out how SureFlap brought customer service in-house with NewVoiceMedia’s ContactWorld for Service, integrated into salesforce.com. The leading provider of smart pet doors has been able to deliver a new customer focus strategy … View full article

Posted in: Call Centre Technology, Customer Service
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The contact centre of the near future

by Ashley Unitt

Today customers expect more from every business interaction. For many, this ‘interaction’ starts and ends with their contact centre experience. They expect a personalised and unique service each and every time through every channel. It is no longer acceptable to … View full article

Posted in: Call Centre Technology, Cloud Computing, Performance & Availability, Platform
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Social customer service and ‘one agenda’

by Martin Hill-Wilson

Customer engagement over social channels can cover any and every topic under the sun. This is either a nuisance to the organisational designer who likes to organise customer engagement by queue and category or a welcomed benefit given the internal … View full article

Posted in: Customer Service, News & Events
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