To deliver true Customer Service Excellence, every successful and unsuccessful customer interaction should be understood and visible to the business. This means that for those adopting a customer-first ethos, the role of data from call and contact centres has a vital role to play. However, very few, if any SMEs operate formal contact centres but…
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Call management software has evolved far beyond the call loggers of old, with the market continually evolving. The development of communications management over the last three years has been phenomenal and is now so much more than call logging or call management. Communications management has taken on a completely different look today compared to five…
Read MoreTollring eBook: Combat Telecoms Fraud, Don’t Just Cap It – Kill it! BT has gone live with Tollring’s new real-time Credit and Fraud Management System (CFMS) on its Wholesale Hosted Centrex (WHC) platform. The cloud-based CFMS has been delivered in BT Wholesale’s data centre to provide comprehensive real-time fraud detection and protection of the hosted…
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Understanding the ‘customer experience’ is increasingly seen as the key to competitive advantage. Creating a good customer experience is all about knowing what the customer wants and how the customer wants to obtain it.Although there are now many channels through which customers can engage with a business, the telephone remains the preferred method for…
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Steve Best, Managing Director for BT Wholesale Products BT Wholesale Hosted Centrex platform now includes cloud-based iCall Suite analyticsBT has gone live with Tollring’s new iCall Suite on its Wholesale Hosted Centrex (WHC) platform. The fully integrated multi-tenant call analytics within iCall Suite provides WHC resellers with a powerful data visualisation. The cloud-based iCall Suite…
Read MoreA good portal presents the right information in the right format, and requires little support so users can self-serve. This means it needs to be easy to use and easy to access from anywhere, on any device. The channel should therefore look for a portal that is browser-based with a mobile-first, desktop-second policy.The key…
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