News and updates from the Contact Centre Industry
Intelecom adds enhanced social media handling to Connect, its contact centre in the cloud
Intelecom Group AS, a provider of cloud contact management technology, has added enhanced social media handling capabilities to Connect, its flexible, multichannel cloud contact centre solution. Connect currently has an integration to Facebook which involves agents logging onto the Facebook network. In the latest version of the product, social media enquiries from Facebook and Twitter are integrated fully with traditional communication channels which means agents can deal with them quickly and efficiently from within the same application.
The way in which people are communicating is rapidly changing. The use of multichannel communication is becoming commonplace in contact centres. As organisations expand their use of new communication channels for business purposes there is a shift away from social media purely being handled by the marketing department towards it being utilized for customer service and to improve the customer experience. Christian Thorsrud, Product Manager at Intelecom Group AS said, “Analysts predict that by 2016 as many as 50% of enterprises will utilize social media as a customer channel. Social media will be the new servicing norm in just few years. This new version of Connect deals with social media networks in the same way as traditional channels like telephone, email, SMS and Chat enabling improved operational efficiency and social customer service.”
Intelecom has applied its new corporate profile and logo to Connect. The new look and feel of the product reflects the company’s focus on providing integrated, effective contact centre solutions in the cloud that enhance customer interaction and promote customer intimacy. The new logo underlines Intelecom’s association with communication and its heritage as one of the first developers of cloud-based contact centre solutions. The bird image, associated with air and flight, symbolizes the growing adoption by the industry at large of agile, flexible, multichannel contact centre services in the cloud.
Connect from Intelecom can work in any location, independent of hardware, software, platform or device. Its cloud based technology and open Web Services allow integration with
third party applications and its contact-centre-as-a-service (CCaaS) framework ensures customers achieve operational and cost efficiency on a pay-as you-use basis which requires no capital investment or maintenance costs. Intelecom has over 15 years’ experience of providing cloud contact management technology.
Christian Thorsrud concluded, “The latest version of Connect, with enhanced social media handling capabilities, is currently being deployed at Intelecom customers and the feedback is very positive. The agents like the new modern look and colours of the product and appreciate the ease of dealing with all enquiries, no matter how they are received, via a single queue. Agents no longer have to switch between applications and can respond to customers from one fully integrated platform enhancing the customer experience.”
The latest release of Connect is now available and includes integrated Facebook and Twitter enquiries. For more information on Connect please visit www.intele.com
Admiral wins GOLD!
For the last three years Admiral has held a Corporate Health Standard (CHS) Bronze award which is the Welsh Government's stamp of approval for health and wellbeing in the workplace.
To take Admiral to the next level the Ministry of Health (MOH) have been working hard over the years and this week were assessed for the next level of silver.
Following a two day assessment where the CHS panel met with members of staff, the MOH group and senior managers it has been announced that we more than met the criteria for the silver award and in fact qualify for the GOLD award!
Richard Lewis from the Welsh Government said “Many congratulations on achieving the Gold Corporate Health Standard, and in some style; (our assessor) said that Admiral is one of the best, if not the best, organisations he has assessed in terms of a corporate approach to well-being.” What a fantastic achievement and excellent recognition for the hard work our Ministry of Health (MOH) team put in.
All the MOH team would like to say a big well done to Rob Cook who has taken control of this assessment and has worked very hard to help Admiral achieve the gold standard.The Corporate Health Standard is a continuous journey of good practice and improvement, and it can be used as a tool to support the development of policies that promote the health and well-being of employees.
Admiral Wins The Arts and Business Cymru awards
The Arts and Business Cymru awards celebrate the work that arts organisations and businesses do together and recognise the successes of these partnerships across Wales. Admiral won the award for its work with Chapter Arts Centre and NoFitState Circus. Both of these partnerships were renewed for a further three years from 2012. The judges said Admiral was a clear winner in this category by leading the way in staff motivation and development through the arts. What a fantastic result!
Admiral in the news
The Communications department recently launched the Annual Survey of UK Motorists, which gives a snapshot of the opinions of UK motorists and the issues that affect them. We use the results from the Survey to get Admiral positive coverage in the media, either through press releases or responding to other stories, such as Government announcements etc.
This year, the first story we did was about road rage. The Survey found that almost half of the 3,120 motorists surveyed get road rage, with almost a third of these saying they get it more than once a week. The biggest causes were drivers cutting you up, not indicating and the general rudeness of other drivers.
The story received some good coverage in the national press, with appearances in the Daily Mirror, Daily Telegraph and Metro, as well as Sky News online and Mirror online amongst others. However, the highlight was an appearance on Daybreak featuring a case study we sourced and a psychologist we were using for the campaign. To see the Survey of Motorists in full go to: http://www.admiral.com/surveyofmotorists
BBC's The Call Centre gives distorted view of critical sector say industry heads
From Wales Online, 25th June 2013
'Watching this show to get a grounded and rounded view of one of Britain’s most important industries is like asking someone to watch ‘I’m a Celebrity’ for outback survival tips' - Sandra Busby
Contact centres are ‘highly professional operations’ employing 30,000 and contributing £400m to the Welsh economy, the head of the sector’s industry body said yesterday.
Sandra Busby, managing director of the Welsh Contact Centre Forum, said the “antics” of BBC Three’s The Call Centre are not representative of the sector.
See the full article on Wales Online here
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