10 ways that a business can improve customer interactions through better use of their phones Inbound and outbound calls can be monitored using call management solutions that not only enable clients to deliver a quantifiable return on any telecoms investment, but are also proven to drive excellence in customer service. In the past such solutions were…
Read MoreIncreasing demand for call management for hosted telephony There is increasing market demand for call management applications for hosted/cloud telephony that are easy to deploy and offer the same level of analytics and overall functionality as on premise solutions. There is also big demand for call management apps on mobile devices. We are also seeing…
Read MoreIt is estimated that the UK call recording and quality monitoring market today is worth in the region of £2.0 billion according to industry estimates from two separate analysts Frost and Sullivan and Data Monitor. Frost & Sullivan forecasts that hosted agent performance optimisation (APO), which includes call recording, customer interaction analytics, performance and quality…
Read MoreThe demand for call recording continues to grow amongst SMEs. Not only has the cost reduced, but more and more businesses recognise value far beyond the regulatory protection call recording provides, as they discover that the mining of these calls reveals invaluable customer insight. Monitoring call quality and staff performance, resolving “who said what” disputes,…
Read MoreBy Tony Martino, Managing Director, Tollring The impact of the Cloud Traditionally, technology contracts involved hardware, software, services, integration and education. When the customer signed a contract they agreed to take on the cost and complexity associated with the capabilities of the deal, thus taking all the risk. The return on investment was expected to…
Read MoreTollring perceives the contact centre SME space to be in the range of 5-20 seats, a size rarely spoken about when discussing contact centre management, even though a huge number of businesses fit into this category. At the low end of this range, the contact centre is ‘informal’ (a mix of incoming, outgoing and other…
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