Top ways to improve worker satisfaction in your contact center

The top ways to improve worker satisfaction in your contact center When we think of a satisfying call center experience, we immediately envision the customer quickly getting through to an agent and having their issue resolved with no communication barriers. While this is an excellent goal for any business, it overlooks the fact that job [...]

By | 2019-01-14T15:18:30+00:00 January 24th, 2019|All News|

3 call centre mistakes that drive customers away

3 call centre mistakes that drive customers away In a modern economy where unique technological solutions are being applied to age-old problems, the success of a business depends more than ever on its ability to enhance customer experience through innovative new methods. One area that is ripe for an increased focus on technology that improves [...]

By | 2018-12-17T10:36:13+00:00 December 31st, 2018|All News|

Effective tips on beating telecoms fraud

Effective tips on beating telecoms fraud One modern danger that many businesses now face is telecoms fraud. As a business owner, it will be the cost to your company's profits that will worry you the most. Figures from the latest ITW Global Leaders Forum peg the estimated global cost of this activity at $17 billion. [...]

By | 2018-12-17T10:26:32+00:00 December 20th, 2018|All News|

3 steps to preventing toll fraud

3 steps to preventing toll fraud Toll fraud is still a major issue for UK businesses. For all businesses who use a VoIP system for their telecommunications set-up, it is something to be aware of. In simple terms, it sees hackers breaking into your VoIP system to make fraudulent calls with it. Naturally, this can [...]

By | 2018-11-19T10:57:48+00:00 November 21st, 2018|All News|

5 ways to improve call center quality

5 ways to improve call center quality Call centers play a significant role in determining business efficiency, improving conversions, and gauging customer satisfaction rate. For your call center to be at the top of its game, it always has to deliver fantastic customer service. Re-evaluating the way a call center works is therefore very vital [...]

By | 2018-11-09T11:38:38+00:00 November 19th, 2018|All News|

Three things customers want from your call centre

Three things customers want from your call centre. Traditionally, customers won’t be contacting your call center while they are happy. Whether there is a problem with an order, a complaint, or to ask questions when the website does not provide enough information, customers usually start the process of contact in a less than upbeat mood. [...]

By | 2018-11-09T10:59:30+00:00 November 9th, 2018|All News|

How to base your phone system around the ‘customer journey’

How to base your phone system around the 'customer journey' Understanding what your customers want is key for your business. Regardless of how good your business model is, or how much money you have invested into your customer services call centre, your business will not be successful unless you understand what the customer wants, needs [...]

By | 2018-10-18T11:57:17+00:00 October 19th, 2018|All News|

What is Web RTC and its benefits?

What is Web RTC and its benefits? For anyone in the telecommunications industry, Web RTC is quickly becoming a hot topic. However, for anyone not in this industry, or who has been out of the loop for a while, this latest trend may just sound like another piece of technical jargon that can be avoided. [...]

By | 2018-08-16T13:34:07+00:00 August 16th, 2018|All News|

SonicWall firewalls gain ‘recommended’ status from 2018 NSS Labs next-gen firewall tests

SonicWall firewalls gain 'recommended' status from 2018 NSS Labs next-gen firewall tests SonicWall has proudly announced its new 'Recommended' rating from the 2018 Next-Gen Firewall (NGFW) test by NSS Labs. It now has pride of place in the upper-right quadrant of the Security Value Map (SVM), which means 'Recommended'. There were 10 participants in the [...]

By | 2018-08-06T15:15:11+00:00 August 6th, 2018|All News|