Generation 5: Going Mobile
Spearline
DECEMBER 11, 2019
Strong connectivity is the key to the future. The days of waiting around for your internet to barely handle multiple connected devices are over.
Spearline
DECEMBER 11, 2019
Strong connectivity is the key to the future. The days of waiting around for your internet to barely handle multiple connected devices are over.
Spearline
DECEMBER 10, 2019
This is the inaugural edition of Connect , the Spearline magazine. Through it, we communicate and connect with all of Spearline’s stakeholders, internally and externally.
Spearline
OCTOBER 8, 2019
10 years ago, Spearline developed the first-ever automated testing platform to proactively monitor global toll, toll-free, inbound and dial-out numbers.
Spearline
DECEMBER 9, 2019
As a contact center professional, do you ever wonder what happens behind the scenes for products of the highest standard to reach you? Products that enable you to fulfill your role for your customers?
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When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.
Spearline
OCTOBER 1, 2019
In this episode of the Spearline podcast, Kees interviews Customer Engagement Manager JJ Barry about his role with the company, CX Day and the importance of customers.
Spearline
SEPTEMBER 11, 2019
Keeping you up to date and informed with all the latest news, queries and questions with some of the biggest names in the telecommunications world.
Spearline
SEPTEMBER 26, 2019
To celebrate Engineer's Day 2019 in India, I recently had a conversation with Prashant Sharma who is the Country Manager for Spearline’s Ahmedabad office in India*. Before we discuss the contact centre industry, tell us about your own professional background.
Spearline
DECEMBER 5, 2019
In the lead-up to Christmas, we are all busy - some of us frantically - searching for the perfect gift for our loved ones. For families who have members living and working abroad, there is one gift that is priceless - a conversation.
Spearline
NOVEMBER 28, 2019
In the newest episode of the Podcast series, Josh speaks with Quality Assurance Manager Patrick O’Connor, who tells us about his role and gives an insight into the importance of quality assurance in the customer’s journey.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.
Spearline
NOVEMBER 25, 2019
With the built-up excitement for Black Friday about to be unleashed at the end of the week across all retail stores and websites, it’s another sector that can easily get affected and should be prepared for the increase in traffic: Contact Centers.
Spearline
NOVEMBER 20, 2019
Could you tell us about your role here at Spearline? So I started in Spearline four and a half years ago, in June 2015, and I was a junior software engineer at the time.
Spearline
NOVEMBER 18, 2019
We live in an age of instant gratification and a constant 24/7/365 endless open demand for fast data and information to reach one another. Instant, straightforward communication is a massive want, and need, especially for the customer.
Spearline
NOVEMBER 13, 2019
Could you tell us briefly about your background and role at Spearline?
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Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.
Spearline
NOVEMBER 11, 2019
"We used the Spearline API since day 1. It was a way for us to better analyze test results and do correlations that are centered on our business and user cases." " Pierre-Baptiste Béchu, Tech Co-Founder, Aircall.
Spearline
AUGUST 29, 2019
Bob Dylan once said, “the times they are a’ changin” and that couldn’t be truer when it comes to the telco industry. The execution of VoIP , playing around with the idea of cognitive networks , the evolution of the Internet of Things (IoT), using enhanced features like A.I.
Spearline
JULY 11, 2019
For any successful relationship to work, both sides need to make sure there is some form of connection with each other. Whether it could be similar interests, hobbies, or goals, it always boils down to having strong communication.
Spearline
SEPTEMBER 10, 2019
The most refreshing, but also most frustrating aspect about trends, is that they come and go so fast, that by the time you begin to get used to it, it’s outdated or evolved into something new.
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The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.
Spearline
NOVEMBER 5, 2019
It’s been a busy, insightful and exciting month for the world of Telecoms as multiple events took place across the globe, bringing together some of the brightest minds not only in the Telecoms industry but in the wider Information Technology arena.
Spearline
NOVEMBER 4, 2019
Hello Nigeria! 68 countries and counting … Welcome Nigeria to Spearline Fixed Line Testing! We are pleased to announce that we have a fixed line certified and available for testing in Nigeria. We secured the line directly with one of the major telecoms carriers in Nigeria - Vodacom Nigeria.
Spearline
OCTOBER 10, 2019
Teleconferencing, video- and web-conferencing have changed the way businesses communicate and collaborate.
Spearline
OCTOBER 31, 2019
Contact centres face issues like latency and jitter every day without even knowing it’s happening. To combat this, tens of thousands of tests are carried out per day through routes in over 67 countries to ensure phone lines are working.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
Spearline
OCTOBER 30, 2019
In the latest episode of the Podcast series, Josh speaks with Brian Mullins, a Software Engineer from the Development Team here, who tells us about his role and gives an insight into the ever-expanding world of Artificial Intelligence and how Spearline is helping support him with his studies.
Spearline
OCTOBER 29, 2019
Technology has revolutionized the way in which modern organizations do business. Cloud computing has driven down Information Technology costs and helped companies across all industries increase their flexibility and productivity.
Spearline
OCTOBER 29, 2019
We take a look behind the scenes at how contact center phone numbers are monitored. Service reliability engineer at Spearline, Patrick Lynch tells us that it’s all about balancing existing technology with developing new innovations.
Spearline
SEPTEMBER 4, 2019
There's no place like home. Whether it's growing commuting expenses, the capacity to regulate your time, or the liberty to follow your passion, now more than ever individuals are creating possibilities to work remotely.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.
Spearline
OCTOBER 25, 2019
Diwali is the five-day festival of lights, celebrated by millions of Hindus, Sikhs and Jains across the world, and was also celebrated here, for a third time, in the Spearline HQ offices in Skibbereen.
Spearline
OCTOBER 24, 2019
A call center manager's role in a company is a difficult one. From analyzing the center's metrics, providing excellent support for their customers, and setting clear long-term goals and objectives for the company, they have a lot on their plate.
Spearline
OCTOBER 22, 2019
Surprises can be fantastic and energizing, but for IT professionals not so. In the increasingly complex arena of information and communications technologies, change is managed very carefully and monitoring is comprehensive.
Spearline
OCTOBER 17, 2019
Like many things linked to technology, the communications landscape is constantly evolving. Once upon a time, the major modes of communication were generally bundled into a state institution providing postal, telegraph, and telephone services.
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A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
Spearline
OCTOBER 9, 2019
JJ Barry, Customer Engagement Manager at Spearline. Can you give us a brief overview about yourself and your role at Spearline?
Spearline
OCTOBER 7, 2019
“Habari” Kenya! 67 countries and counting… Welcome Kenya to Spearline fixed line testing! At Spearline, we are always trying to replicate your customers call experience.
Spearline
AUGUST 1, 2019
If you don't have a proactive approach to network monitoring, then there is a good chance you are using your customers like crash test dummies.
Spearline
OCTOBER 1, 2019
CX Day celebrates the professionals and companies that make great customer experiences happen. It’s an opportunity to recognize great customer work, discover professional development opportunities, and strengthen professional networks. “World-class” NPS score!
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Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.
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