BANKING and communications providers today are faced with challenges in retaining customers, with disruptive startups nipping away at their market share. The laser focus on(more…)
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NICE Introduces First Truly Omni-channel Recording Platform with Engage 6.5
The latest release of NICE’s leading recording platform helps organizations gain deeper business insights across all channels, including chat and Skype for Business, for improved(more…)
Fintech and Security: How Much is Too Much?
Financial services firms are reluctant to take their operations to the cloud – will their fears and the reality about security in the cloud ever(more…)
J.P. Morgan Looks Into Cutting the Cord for Traders
After decades of transmitting trades by phone line, J.P. Morgan Chase & Co. is close to cutting the cord. The largest U.S. bank by assets(more…)
7 Tactics That Show You’re Getting Customer Service Right
Customer service is one of those things that you just can’t ignore if you’re aiming for success and longevity for your startup. Customer service in(more…)
Trends that will drive customer experience in 2016
Abhijit Banerjee, Vice President and Region Head, APAC, Servion Global Solutions Dec. 14, 2015 At a recent event in Malaysia, I was tasked to speak(more…)
Call / Contact Centres are DEAD !
For those of us who have been in the industry for some time (20+ years) call / contact centres have gone from zero to hero(more…)
How to Talk to Your Angriest Customers
Image credit: ILO in Asia and the Pacific | Flickr GREGORY CIOTTI FROM HELP SCOUT Marketing Strategist GREGORY CIOTTI MARCH 30, 2015This story originally appeared(more…)
Don’t Overlook These Factors When Selecting A Contact Center Recording Platform
When evaluating a contact center recording solution, we tend to focus on the common features, such as regulatory compliance, scale, redundancy, or support for recording(more…)
Marketing: How to Offer the Best Social Media Servicing at Scale
If you are going to be servicing large volumes of customers on social media, you will find it necessary to move from focusing provision on(more…)