TECHNOLOGY POWERING BUSINESS
Why not move from a customer relationship model to a model for relationships with customers? All too often, the distribution of incoming calls is based on the availability of agents when it should be based, above all, on the customer's ...
Fraudsters convinced Devon man his computer had been taken over by a Russian criminal involved in trafficking guns, ammunition and hand grenades
Amazon Connect is available on a pay-as-you-go basis and works with all existing AWS services
Hold please. Telephone merchants of PPI claims and solar panels could utilise real-time voice-analytics to improve rapport
Matthew Bryars, CEO from Aeriandi, discusses how sensitive information from ‘legacy’ call recordings can be properly safeguarded
US regulator sanctions AT&T over breaches at three overseas call centres that exposed valuable customer data
IBM sells its customer care business processing unit to Synnex, as it concentrates on higher value offerings
The CWU has labelled Virgin Media's winding down of a call centre as a 'disaster' for Trowbridge in Wiltshire
A Frost & Sullivan report found that larger contact centres gain higher savings with the cloud-hosted model
Scammers are using call centres to push fake antivirus software, pretending to offer free services