Tag: Missed Calls

Call Analytics and the Customer Experience Go Hand-in-Hand, Adding Value to Resellers and Their Customers

  Understanding the ‘customer experience’ is increasingly seen as the key to competitive advantage.  Creating a good customer experience is all about knowing what the customer wants and how the customer wants to obtain it.Although there are now many channels through which customers can engage with a business, the telephone remains the preferred method for…

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Mid Market Call & Contact Centres

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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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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The Future of Call Management for the Channel

Today call management applications are deployed either as on-premise, hybrid or cloud solutions.  From June, Tollring is launching the latest iteration of iCall Suite call analytics and recording as one single solution deployed in the cloud, as a hybrid model or on-premise, accessible on any device.  This will cover all of our channel needs as…

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