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Category Archives: Customer Service Call Recording
Archive for the ‘Customer Service Call Recording’
4 Steps to Creating an IVR Programme that Customers Don’t Hate
Interactive Voice Recognition (IVR) technology was hailed as a major breakthrough for contact centre operators. With software that can interpret and act on cues from speech in natural usage, it brought about the opportunity to automate large chunks of call … Continue reading
Why you should consider Skype for Business Recording
Skype for Business offers contact centres the potential to provide a more personalised service, one that includes video and shared screen/desktop as part of the customer service experience. Through Skype, contact centre agents can answer customers queries via voice or … Continue reading
The 3 pillars of successful Service and Support
Failing to deliver on service and support can be extremely costly for any organisation, where according to statistics 91% of unhappy customers will not willingly do business with you again (Lee Resources). So in today’s competitive landscape, what exactly should … Continue reading
2016 – A year for change? Top leaders in the industry share their thoughts.
A quick re-cap of 2015 showed us that it was an important year for the Financial Services Market in understanding the significance of data retention for future regulation, with organisations considering a number of different solutions to ensure compliance needs … Continue reading
Using voice technology to go the extra mile
[Last Updated: August 2016] As with any other sector, travel & transport is a competitive industry and companies can choose to compete on price, offering the best package deals and rates or on customer service to help differentiate their offering. … Continue reading
Hillarys made-to-measure quality approach extends to customer service
Established in 1971 Hillarys is the UK’s number one supplier of made-to-measure blinds, shutters and curtains. Handling over 1.2 million inbound customer contacts a year the company is dedicated to providing the highest levels of customer service across a 180 … Continue reading
ABN AMRO invests in Red Box Recorders and Business Systems managed service
Following a merger with Fortis, ABN AMRO had an opportunity to upgrade their recording technology opting for a voice recording system made on the basis of simplicity of use, good customer references and a strong support capability ensuring the Bank … Continue reading
Experian drive business change and customer retention with Speech Analytics
Experian is a leading global information services company providing consumer information, credit services, decision analytics and marketing services to customers. The Nottingham based contact centre deals with customer enquiries handling around 200,000 calls per month across 270 agents. Here we … Continue reading
Tesco and Business Systems Work Together To Ensure Consistent Approach
Tesco, the UK’s largest supermarket organisation, has chosen Business Systems UK Ltd to facilitate the delivery of a consistent approach to customer service and employee development. Tesco carried out performance management manually, before they moved to the automated NiceUniverse quality … Continue reading