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Sisense Earns andlsquo;Honorable Mentionandrsquo; in 2017 Gartner Peer Insights Customer Choice Award for Business Intelligence and Analytics

Sisense, disrupting the BI market by simplifying business analytics for complex data, has received an honorable mention in the Gartner Peers Insights Customer Choice Award for 2017 for Business Intelligence and Analytics. Click here for more.

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Astute Solutions Receives 2017 CUSTOMER Contact Center Technology Award

Astute Solutions announced today that their CRM software, ePowerCenterTM, has been selected as a 2017 Contact Center Technology Award winner by TMC’s CUSTOMER Magazine. Click here for more.

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Smart customer service app shortlisted for int’l award

The SWEEP Awards is a component of SWEEP, an internationally-recognized program under which Smart partners with the academe to raise the standards of engineering and IT education in the country. For more information on SWEEP, please visit Click here for more.

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TeleTech Opens New Humanify Customer Engagement Center in Temple, Texas

DENVER , Sept.andnbsp;TeleTech Holdings, Inc.andnbsp;(NASDAQ: TTEC), a leading global provider of customer experience, engagement, and growth solutions delivered through its proprietary, end-to-end HumanifyTM Customer Engagement as a Service offering, recently opened a new location in Temple, Texas , and is now hiring for healthcare-focused customer experience associates and licensed insurance agents. Click here for more.

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Australian operators improve customer service

Australian operators are improving in the eyes of their customers

Australian operators are improving in the eyes of their customers

Australian telecoms regulator the Australian Communications and Media Authority has announced a “sustained reduction” in complaints to the Telecommunications Industry Ombudsman (TIO) from consumers regarding customer service issues.

In September 2011 ACMA warned operators to improve their customer service and complaint handling by February the following year or face tougher regulation.

At the time, the regulator had recently completed a public inquiry and found that the majority of consumers were dissatisfied with their experience of customer care in the industry, regardless of which service providers they were with and which products they offered.

ACMA claims that customer complaints have gradually fallen since its announcement, despite an upturn in the first half of 2013. It said that data published by the TIO this week reveals that in the quarter ended December 2013, the body received the lowest amount of complaints in a quarter in six years.

Complaints regarding issues about transferring services between providers fell 21 per cent, while complaints about complaint-handling fell 19 per cent and complaints about faults 17 per cent. Overall there was a 6.7 per cent drop in complaints from the previous quarter.

Source: ACMA

“It is very encouraging to see this trend continuing,’ said ACMA chairman Chris Chapman. ‘In particular, it is heartening to see complaints are down in each of the three core categories. The industry is continuing to make positive changes in line with the revised Telecommunications Consumer Protections Code (the TCP Code).’

The TCP code applies to interactions between telecoms service providers and their customers. It was revised in September 2012 to instruct operators to provide: the minimum information at the point of sale to customers, including a two-page document called a Critical Information Summary; information in plain and simple language, including unit pricing in advertising; and obligations regarding credit management, customer transfers and handling of complaints.

In Australia’s mobile market, Telstra holds a market leading position with 15.9 million subscribers as of December 2013, according to Informa’s WCIS. Second placed Optus has 9.5 million subscribers while Vodafone Australia has 5.5 million subscribers.



The Broadband Asia conference is taking place on the 29th-30th April 2014 at the Suntec, Singapore.

CCW Unveils New Look as Customer Contact Week

NEW YORK , Sept.andnbsp;CCW, the world’s largest customer contact event series, unveils a new look, adapting to the rapidly evolving customer contact space. Back in 1999, Call Center Week was a harebrained idea created to provide 80+ call center managers with an annual event to discuss best practices in agent training, emerging call center technology, performance metrics, quality assurance, cost reduction and other critical customer service priorities. Fast forward almost 20 years.andnbsp;While at first glance it may seem as if we are still looking at similar priorities, so much has changed in our industry. As a result, so have we! Click here for more.

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JetBlue Partners with Gladly to Reimagine Customer Service for Air Travel

SAN FRANCISCO andJetBlue (NASDAQ:JBLU) and Gladly, a modern customer service platform, today announced a partnership that will enable travelers to have one continuous conversation with JetBlue’s customer support team across multiple communication channels. Gladly’s people-centered approach empowers companies like JetBlue to humanize the customer service experience by treating customers like people, not case numbers, and quickly get to the heart of the customer’s needs so they can be resolved efficiently. Click here for more.

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Radial Customer Care Centers in Brevard County, Florida, Bringing On 3,200 Workers to Support Holiday Hustle

MELBOURNE,andnbsp;Fla.andnbsp;and MERRITT ISLAND, Fla. Radial announced today its plan to bring on an additional 3,200 workers in Brevard County, Florida , to support the busiest time of year in the retail industry. As more people shop online, job opportunities in customer care centers have expanded dramatically to ensure customers receive the personal care and service they expect. Click here for more.

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Kenya’s Yu to Close Network – Sell of Infrastructure and Customer Base

Struggling Kenyan mobile network, Yu — which is owned by India’s Essar Group — has applied to the telecoms regulator to close down its services. Click here for more.


Evolve IP Delivers Industry-Leading Customer Satisfaction Scores

WAYNE, Pa.andnbsp;Evolve IP, The Cloud Services Company™, today announced the results of a series of customer satisfaction and net promoter score (NPS) surveys that quantified the company’s success in delivering outstanding customer satisfaction. Additionally, the company has hired Art Gairo as Senior Vice President of Operations and Head of Customer Experience to enhance the company’s programs as Evolve IP continues its global expansion. The surveys, conducted routinely, measure a wide variety of customer touch points ranging from product effectiveness, to documentation, to training, and the industry-leading results are a direct reflection of Evolve IP’s commitment to deliver exceptional customer experiences from pre-sales through service delivery. Click here for more.

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