Tag: Real-Time Analytics

Tollring Launches New Contact Centre Solution for Mid-Market

Uxbridge, UK – 6th October 2020: Tollring, leaders in Call Analytics and Call Recording solutions, has launched its new iCall Suite contact centre solution on the Cisco BroadWorks Cloud Calling platform. Optimised for customer-facing teams in the mid-market, it introduces new supervisor and agent consoles for call centre agent management, call control, team analytics and…

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Moving on to the New Normal with Team Collaboration Analytics

With the rush to implement collaboration infrastructure now over, businesses are starting to look towards the longer term. formalising new processes and, for some, taking time to regroup and restructure. We believe many businesses will preserve the hybrid office-remote working model, but understanding the impact this has on customer communications, as well as on staff…

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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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How can Channel Partners Gain an Edge with Analytics?

Why are analytics solutions so valuable for businesses?  Analytics is one of the few value-adds that can be promoted even in tough times like COVID-19. Businesses that use analytics to monitor individuals and teams can clearly see the impact of performance on customer experience and focus on KPIs that matter right now. Ongoing measurement makes…

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Leveraging Analytics to Deliver Excellent Customer Experience in Uncertain Times

Customer experience has taken on a new level of significance since the global downturn in the economy triggered by the COVID-19 pandemic, and worldwide introduction of remote working. Uncertainty has touched every business, on every continent, resulting in a focus on customer experience being more important than ever. Customer retention is driven by customer experience,…

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Critical Metrics for Managing a Business and Retaining Customers in a Pandemic

Tollring has navigated its way through the current situation using a combination of its own iCall Suite and Microsoft Teams to ensure its people can manage effectively and in turn, deliver a good service to customers, and it is clear that if you have the right tools, you can understand how to handle any changes…

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