Category: Call Management

Call Analytics: Enabling Customer-Facing Teams of Any Size

Bridging the Gap – UCaaS Meets CCaaS For businesses focussed on delivering great customer engagement, cloud-based contact centre features are an excellent enhancement to any unified communications solution. Managers and their teams gain access to a wide range of contact centre capabilities to fully understand the customer experience. Of course, call centre capabilities are not…

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The Big CCaaS Opportunity

The CCaaS Market Opportunity – Just for Large Contact Centres? The exciting thing about Contact Centre as a Service is it makes call centre functionality accessible and affordable to all types of organisations. It is particularly beneficial to mid-market organisations with around 150 to 350 employees. This size of business tends to have multiple customer-facing…

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Call Compliance in the Age of Covid

It’s hard to think of any type of business that doesn’t need to be mindful of regulatory compliance. Whether it’s GDPR that affects a whole continent, or HIPAA which affects one industry in one geographical area, the requirement for compliance has a major impact on operational processes and systems for businesses of any size. The…

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2021: The Top Trends for the Coming Year

A drive for new levels of business productivity Collaboration tools such as Microsoft Teams have become essential during the pandemic, and the incredible surge in users will see the channel looking for innovative ways to add value in this area during 2021. We are also seeing significant demand for visibility of staff productivity and well-being…

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Tollring celebrates double certification for ISO 9001 and 27001

Uxbridge, UK – 15th December 2020: Tollring, leaders in call analytics and call recording solutions, has been successful in renewing its ISO 9001 and ISO 27001 certifications.  These internationally recognised qualifications demonstrate Tollring’s commitment to delivering the highest levels of technical capability, outstanding support, and information security management.  In becoming ISO 9001 certified, Tollring has committed to quality across the business and for its customers. This involves defining quality-related responsibilities across every department and ensuring that customer’s quality requirements…

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The Role of the Contact Centre in Customer Experience

The Importance of Customer Experience in 2020 In a year where businesses have had to operate at the mercy of a changing environment and disruptive policies, CX represents a welcome opportunity to invest in something that’s more (but not completely!) within their control. The trend for investing in CX is as strong as ever –…

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