News tagged: call centre

01 April, 2020

Amdocs’ doxi docks to transform broadband routers for the smart home era

amdocs:next, the business unit of Amdocs that focuses on broadband and home connectivity, has unveiled new consumer hardware for the first time in the form of doxi, a smart home router. This doesn’t mean Amdocs is becoming a consumer hardware manufacturer but that it has focused on turning the domestic router from a misunderstood, complex and easily ignored device into an simple to use hub of the digital home, writes George Malim.

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08 November, 2018

It’s time to fix broken processes in the contact centre

Go back little more than a decade and most contact centres followed the traditional model of being office-based with headphone-wearing operators packed together like battery hens answering fixed line phone calls on weekdays between 9-5, writes Jeremy Payne, the international vice president of marketing at Enghouse Interactive.

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11 October, 2018

CSPs still missing out on billing communications blackspot finds BriteBill survey

Although only 40% of communications service provider (CSP) customers look at their bills regularly this still presents millions of customers for most providers and this channel of communication is not being maximised, writes George Malim. Billing communications remain a neglected channel according to a recent survey of 40 CSPs across EMEA, North America and Asia conducted by Omnisperience on behalf of BriteBill.

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27 September, 2018

Use predictive analytics to perfect the customer experience

Staying in business is increasingly a challenge for companies, let alone expanding and attracting new customers. But in today’s competitive landscape, growth and diversification is a necessity. Wisdom tells us that companies that don’t grow eventually shrink. When companies stagnate they don’t improve, while the competition does. To stay on top of their game, companies have to innovate, understand and meet customers’ needs and deliver a superior customer experience. This is where predictive analytics can help, writes Jonathan Wax, the vice president for EMEA of NICE Nexidia.

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21 August, 2018

Emotional connections are the building blocks of customer loyalty

Brand loyalty is achieved through emotion and trust, says Frederic Durand, the chief executive and founder of Diabolocom.

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04 July, 2018

Humanise the customer experience with AI

It’s easy to fear for the loss of the human touch when it comes to customer experience (CX) these days, writes Ryan Lester, the director of customer engagement technologies at LogMeIn.

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01 June, 2018

AI and the future of wholesale

Artificial intelligence (AI) is rarely far from the headlines these days. While the technology isn’t new, the hype that surrounds it has reached fever pitch – we’re constantly hearing about the latest AI-based innovation transforming its industry. Little wonder then that organisations of all stripes are rushing to implement their own AI solutions, keen to realise the benefits it promises, writes Ravi Palepu, the global head of telco solutions at Virtusa.

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09 April, 2018

What to look for in a UCaaS provider

As the workplace continues to evolve we see new technologies and services entering the business environment, writes Dave Ricketts, the head of marketing at Six Degrees. The office of the future is being shaped by factors such as flexible working hours, shared information, cloud technology and working from pretty much anywhere. So how can organisations that depend on voice, messaging, presence and collaboration, better utilise tech and services to support employee productivity, irrespective of location and what device they use?

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11 August, 2017

The call centre is still king for consumers with broadband issues, new research finds

Most consumers still opt for call centres when it comes to solving problems with their broadband, according to new research by The BIO Agency. (more…)

12 July, 2017

Embrace digital transformation to survive in a hyper-connected customer engagement world

Service providers today are in a constant state of flux, having to continually adapt and innovate to cater to the demands of the digital consumer, writes Matt Hooper, the senior vice president of IMImobile. (more…)