Category: SME

Supporting the Channel in 2020

Emphasising value to reduce churn It’s impossible to talk about supporting businesses in 2020 without mentioning coronavirus. The global pandemic although unforeseen and highly damaging to the economy, has also provided a common point of interest to build closer relationships with customers and to understand their business challenges and drivers. While the things we know…

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Making Big Data Work for the SME: Call Management and Analytics

How can analytics be used as a source of new business? With analytics, businesses can understand how to achieve the best performance possible within the constraints of their technical and commercial resources. There are two key ways: customer segmentation and customer experience. Whilst previously the domain of larger enterprises, SMEs can now access essential analytics…

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Tollring’s new iCall Suite release makes KPI-driven insight accessible for SMEs and the mid-market

International software developer Tollring today announces a new version 3.7 of iCall Suite expanding the delivery of relevant, actionable customer data into the hands of SME and mid-market enterprises, to maximise SLA-driven productivity. The enhanced set of modular customer interaction analytics and call recording tools enables all size of organisations to use analytics to make…

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Customer experience

Customer Experience as a Key Driver for Growth

By 2020, customer experience (CX) will overtake price and product as the key differentiator as more businesses plan to distinguish themselves based on CX (source: Walker Information Inc.). How employees deal with end customers is an important focus area. To maintain or improve customer experience, businesses must understand that every employee can influence CX, whether…

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Unified communications for the SME

Unified Communications for the SME: How Analytics Can Level the Playing Field

  The big opportunity for SMEs is the ‘democratisation’ of their customer data; making it available to all in their organisation and understandable by everyone.  Analytics is the key – it can truly help SMEs ‘level the playing field’ and help convert customer interaction data quickly and easily into knowledge and actionable intelligence. Early feedback…

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call recording

Call Recording Trends in 2019

After GDPR: how have call recording solutions evolved? Although rules around call recording have tightened and businesses recording calls for general purposes need to actively justify legality, the need for consent to record a call in line with the six GDPR conditions has had a positive effect on call recording applications, both in terms of…

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