Social media customer interactions need to showcase excellent service, not erode it – says Aspect

BLOG: New research from Crimson Hexagon on which airlines offer the best customer service through Twitter showed that out of all the posts that were examined, the highest ranked airline’s comments were only 35 per cent positive, while the worst ranked airline’s comments were 56 per cent negative. Dave Ogden, Customer Experience Consultant at Aspect Software, believes that as social media becomes the go-to for customers to voice their concerns, businesses need to ensure it plays a greater role in their overall customer service strategy and, in some cases, even form the backbone. Continue reading Social media customer interactions need to showcase excellent service, not erode it – says Aspect

Cameo Global Partners with CaféX to Bring Real-Time Communications to Collaboration Applications

PRESS RELEASE: Cameo Global Inc., a business collaboration and IT services provider, announced that it is partnering with CaféX Communications. As Cameo Global specializes in offering enhanced user friendly omnichannel collaboration experiences such as voice, contact center, and TelePresence, it was a strategic decision to partner with CaféX to improve overall online customer engagement. Continue reading Cameo Global Partners with CaféX to Bring Real-Time Communications to Collaboration Applications

Intuate Group signs partnership agreement with UK-based, numero

PRESS RELEASE: South African owned integrated solutions specialist, Intuate Group announces the signing of a reseller agreement with UK based, numero, a privately owned company that prides itself on an agile, honest and pragmatic approach to delivering Customer Experience Management (CEM) solutions. Continue reading Intuate Group signs partnership agreement with UK-based, numero