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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The highest value contact centre in the world is not a contact centre. Contact centres have been very successful at collecting statistics on the number of calls received, how long it takes to answer calls and the time to resolve callers’ requests. However, the contact centre can only measure what it sees rather than the…
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BT Wholesale is equipping its resellers with new comprehensive tools to detect and protect against fraud and manage customer credit limits, by providing access to Tollring’s real-time Credit and Fraud Management System (CFMS). Resellers using the BT Wholesale Hosted Centrex (WHC) platform and SIP Trucking Products now have access to Tollring’s cloud-based CFMS. This is…
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Tollring will unveil the latest iCall Suite (version 3.5) feature enhancements on Booth 28 at BroadSoft Connections in Phoenix, Arizona on 22nd to 25th October 2017, including improved API framework support and extensive language support. Tollring will also showcase the latest release of its proven cutting edge fraud and credit management capability with its unique…
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To deliver customer service excellence, it is imperative that organisations understand their customers and review their experience of interacting with the business. This means plotting the various potential customer journeys through the business, not just those that pass through the call centre. Analytics lie at the heart of any business and remain the leading factor…
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To deliver customer service excellence, it is imperative that organisations understand their customers and review their experience of interacting with the business. This means plotting the various potential customer journeys through the business, not just those that pass through the call centre. Analytics lie at the heart of any business and remain the leading factor…
Read More