Teleopti publishes ebook to educate contact centre leaders and IT directors on the benefits of cloud-based workforce management in the contact centre
Teleopti, a leading provider of solutions for strategic workforce management (WFM), today announced the relaunch of the company’s ebook. Entitled “What’s keeping you from workforce management in the Cloud?” the easy-to-read document is designed to educate time-pressed...
Voice of the Customer or Customer Attitudes – Take a New Approach
Jonathan Wax, VP, EMEA at Nexidia outlines five ways to use Interaction Analytics to reveal customer attitudes and turn up the volume on Voice of the Customer surveys The term “Voice of the Customer” has been used in contact centres for many years and in many...
Lancashire Care NHS Foundation Trust implements Datix patient safety software for safety and quality
Integration of incident and risk management raises the bar with nearly 300% increase in risk reporting in just three years Lancashire Care NHS Foundation Trust (LCFT), provider of health and wellbeing services for a population of around 1.4 million people, uses Datix...
Teleopti WFM – Beyond the Silo in contact centres
Hussein Kamel, workforce management consultant at Teleopti explains how breaking down silos in the contact centre pays dividends Workforce management (WFM) and planning professionals customarily have a set of specialized skills that are used to create magic, ensuring...
Interaction Analytics – the Missing Link
Jonathan Wax, VP, EMEA at Nexidia takes a look at the missing piece in the puzzle when it comes to management information and outlines the top 10 ways to use interaction analytics for performance and quality in contact centres Having attended the Performance and...
A day in the life of a contact centre card payment – what does happen to your money? Rob Crutchington of Encoded
Have you ever thought about what happens once you enter your debit or credit card details into an automated system or read them out to a contact centre agent? The answer isn’t easy but it is more straightforward than many would like you to believe, so stay with me as...
Five key steps to successful digital forensics in cyber security
Becrypt speaks at Security and Policing Home Office Event, Five, Farnborough, 8 – 10 March 2016, Stand Z5 Cybersecurity Zone London, UK, 8 March 2016 – British cyber security specialist, Becrypt, is to present the five key steps to successful digital forensics in a...
What contact centres can learn from the Army
Colin Hay, an ex-military man and newly appointed VP Sales, UK at Intelecom, looks at what contact centres can learn from the army when it comes to creating a customer engagement centre using a five-step methodology. Contact centres, like the Army, are ultimately all...
Eurostop Delivers First Retail Solution Under Marks & Spencer Franchisee Data Contract
New retail management system for high street brand in Europe's VAT-free "shoppers' paradise".Eurostop is the first supplier to deliver an EPOS and merchandising solution under the terms of the new Marks & Spencer (M&S) Data Contract for Franchisees. The...
Sword Achiever to sponsor European Food Safety and Quality Summit
Sword Achiever, a leading vendor of cloud-based food safety and quality assurance management software solutions, will be exhibiting at the forthcoming European Food Safety and Quality Summit 2016, to be held on 26-27 May, at the Huis ter Duin, Netherlands. This year,...