Last year Pyrios embarked on a journey to replace an ageing service management platform. The driver for change was quite a common one. Although it did the basics we were locked out of upgrades and automation, preventing us from serving our customers the way we wanted to in the future. After months of evaluating various [...]
Adaptive workforce optimisation is set to change the rules of agent management Pose a mathematical problem to a classroom of smart students and most will find the right answer. As they work, peek over their shoulders to observe a mixture of problem solving techniques. While each student’s approach is important to their overall mark, the [...]
IVR systems slash contact centre costs and even win favour with callers when they get answers easier and faster. So why do IVR disaster stories outnumber successes? Trouble starts when companies stuff too many options into their IVR systems, confounding callers with so many pathways that they’re often left wandering deep in a forest looking [...]
On March 27, 1977, a pair of fully loaded Boeing 747s collided on the runway of Los Rodeos Airport on the island of Tenerife, killing 583 of the 644 passengers on board the two jets, and forever changing aviation industry views of air safety and communication. Investigators drew several conclusions from the crash, but the [...]
Avaya filed for Chapter 11 protection late last week. Avaya said the move is intended to cut debt and interest expenses from a capital structure that dates back more than 10 years. In laymen’s terms, Chapter 11 gives Avaya some breathing space to work through its capital restructure – a move they flagged over six [...]
Forget about telephone numbers, think about contacts. That’s the allure of Skype for Business – Microsoft’s communications and collaborations software. With multiple communication channels and collaboration tools in a single integrated package, workers can focus on who they need to contact rather than finding the right phone number – a shift that encourages businesses to [...]
You can’t improve what you can’t measure, the saying goes. Software tools have largely solved the problem of information capture and measurement. But information itself is largely useless – unless it is interpreted and then used to address business objectives. Contact centre managers know the drill. Looking to drive continuous improvement, steer training and unearth [...]
WebRTC – a new web standard that lets you make audio and video calls from your browser (plugins not required) – is gaining traction. Web RTCstats research shows almost half (47%) of businesses surveyed are planning to use the technology within the next 12 months. What’s the story? Blame consumers, who these days expect instant personalised service. [...]
Quality management can be tough work. Unless you have an expensive analytics tool, contact centre managers are faced with a mountain of interactions to pinpoint improvements. To make the job easier, they base their improvements on a small sample of interactions. But this is dangerous territory, which often misrepresents contact centre performance, obscuring weaknesses and [...]
SYDNEY, Australia – August 30, 2016 – ServiceNow (NYSE: NOW), the enterprise cloud company, today announced that it had been selected by trans-Tasman communications technology specialist, Pyrios, to support its business and customer experience transformation. Pyrios is the first ServiceNow customer to implement an externally facing Customer Service Management (CSM) solution in the Australia and New Zealand (ANZ) market. Pyrios delivers communications [...]