Tag: Customer Service

Do You Understand Your Customers’ Journey Through the Entire Business?

​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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5 Key Steps to Making Big Data Work for SMEs

Big data for SMEs is all about joining up various sources of data and using it to improve productivity and profitability. With accessibility via the cloud, big data enables smaller business to take advantage of the tools that were previously only available to larger corporates. Big data is basically a repository of information drawn from…

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Selling Informal Call Centres

A Guide to Approaching Customers That Need to Monitor Calls but Do Not Have a Dedicated Call Centre ​The Informal Call Centre Proposition Often, many businesses do not appreciate that they have an informal contact centre, yet most will agree that more effective customer interactions are essential to their business. Resellers need to demonstrate how…

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Contact Centre Analytics Alongside Business Call Analytics Delivers a Holistic View

​Tollring delivers contact centre (CC) analytics alongside business call analytics to provide a holistic view of the business environment. ​Over the last few years, Tollring has been working with technology partners such as Mitel, BroadSoft, Ericsson-LG and Samsung who want to deliver a richer CC solution. These companies are embedding our analytics into their systems…

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Tollring Launches Fraud Management for Service Providers

Tollring has enhanced its iCall Suite cloud call analytics and recording solution to include fraud detection alarming.  The iCS Fraud module has been introduced to combat call fraud, enforce company policy and meet customer service levels by detecting variance in call activity as soon as it happens.​The award winning iCall Suite now enables service providers…

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Are you maximising your investment in IP telephony?

According to a recent report from technology research firm Frost & Sullivan, hosted IP telephony and unified communications and collaboration (UCC) have reached mass adoption, as organisations increasingly turn to cloud infrastructure.  Both small and larger organisations are driving this phenomenal growth in IP telephony as they use it to boost productivity, enhance flexibility and…

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