Spearline

Spearline Podcast | Episode 3: Why you should be developing solutions with customers in mind

Spearline

This week Kees chats with Technical Solutions Architect Ola Budak about her role and how important number testing is and keeping your customers in mind.

Spearline’s Automated Number Test Campaign: 10 Years Strong

Spearline

10 years ago, Spearline developed the first-ever automated testing platform to proactively monitor global toll, toll-free, inbound and dial-out numbers.

Spearline Podcast | Episode 2: Customer focus and CX Day

Spearline

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.

How the Contact Centre industry has changed over the past five years

Spearline

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.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Spearline Podcast | Episode 1: How Remote Working Can Benefit Your Company

Spearline

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.

Common Online Conferencing Problems

Spearline

Teleconferencing, video- and web-conferencing have changed the way businesses communicate and collaborate.

voip 56

Spearline’s JJ Barry talks about customer engagement and being world leaders in CSAT and NPS

Spearline

JJ Barry, Customer Engagement Manager at Spearline. Can you give us a brief overview about yourself and your role at Spearline?

Contact Centre #Trending

Spearline

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frustrating aspect about trends, is that they come and go so fast, that by the time you begin to get used to it, it’s outdated or evolved into something new.

67 countries and counting. Kenya joins Spearline fixed line testing

Spearline

“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.

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

Augmented Reality and the Network

Spearline

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.

Happy CX Day 2019!

Spearline

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!

Proactively generate more revenue by answering your customer's needs

Spearline

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.

The importance of connectivity for remote working in small businesses

Spearline

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.

How AI Can Help

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.

Sound opinions and the PESQ evolution

Spearline

Standards. A standard is an agreed way of making a product, managing a process, delivering a service or supplying materials. Standards offer comfort. Standards give some predictability of outcomes; typically positive.

The Promise of UIFN

Spearline

The ITU's Universal International Freephone. The International Telecommunications Union (ITU) announced a monumental leap in international toll-free services in 1997 when they unveiled the Universal International Freephone Numbering (UIFN).

Sparking off the Spearline Summit 2019

Spearline

Just when things were starting to settle down after the brand new HQ launch in August, there’s an ecstatic buzz in the Skibbereen headquarters once more as the yearly Spearline Summit kicks off today.

Why proactive call monitoring protects your business

Spearline

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.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

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.

Understanding Spearline PDD

Spearline

Nobody likes delays. In the modern world of instant messaging, fast broadband speeds, and direct video conferencing, the last thing anyone wants is to wait.

The importance of connectivity for small businesses remote working

Spearline

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.

Talking Is Easier

Spearline

In addition to the traditional voice call, customers now have a range of ways to engage with contact centers such as email, instant messaging, apps, and social media. Despite having so many choices, customers still find it easier to talk.

Spearline open day on August 10 to showcase new headquarters and job opportunities in Skibbereen

Spearline

Press Release. Spearline, a technology company that proactively tests phone numbers for audio quality and connectivity globally, is having an open day on Saturday, August 10 at 11am - 3pm. The open day will take place in Spearline’s iconic new headquarters on North Street, Skibbereen, Co.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

The Netherlands joins Spearline mobile testing

Spearline

Goedendag Netherlands! Here at Spearline, we are always trying to replicate your customers' call experience. Increasingly, customers use mobile phones to make most or all of their calls.

The Significance of Customer Effort Scores

Spearline

One of the main questions customers always ask when getting involved with a new company is: "How easy can they handle my issues?" " About 99.9% of customers expect to hear this response: "Effortlessly."

5 Reasons you need to proactively monitor and test your calls

Spearline

Excellent customer experience. Nobody likes a bad phone call. Whether it be a delayed call, terrible quality or a jumbled up conversation, one bad phone call could easily ruin the rest of your day. And what does your customer think of your business if the phone call is of poor quality?

Out with the old - phasing out of PSTN/POTS globally by 2030

Spearline

Voice, data, video, and broadcasting companies are now offering customers more services than ever before, but they also have to maintain a multitude of legacy networks. This includes the public switched telephone network (PSTN).

voip 52

Redefining Customer Experience Metrics for Better Performance

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.

The VoIP connection: Don’t be jittery with bad audio quality

Spearline

Have you ever had a jumbled up conversation, where you and your friend are saying two completely different things, crossing over and having the most incoherent discussion? A little bit frustrating, isn't it? This is a widespread problem when it comes to calls online.

voip 52

Spearline Superticket

Spearline

Introduction. Businesses flourish on client communication and clients continue to have a preference for speech communications. Network management staff are always vigilant to guarantee that communication channels are open, working well and promoting company development and growth.

Why latency matters for business VoIP calls?

Spearline

Why latency matters for business VoIP calls? Could latency be costing your business losses in revenue? 10 years ago, Amazon found that every 100ms of latency cost them 1% in sales. Source: Gigaspaces.com ). Latency is a well-known cause of poor quality VoIP calls.

voip 60

No-Fault Found. The headache of faults where no root-cause can be found.

Spearline

Telecommunications problems. Networks are complex and they’ve become more complicated as voice, video, and data compete for the same resources.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

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.

ITU findings challenged in latency whitepaper by Spearline

Spearline

PRESS RELEASE. Spearline, a network intelligence company in the telecommunications industry, has launched a whitepaper for contact centers on the impact of voice latency on business growth. Latency is the time from when one person speaks to when the other person hears.

Will cognitive networks enable better conversations in the future?

Spearline

The increasing complexity of networking environments. Network managers face the challenge of managing increasingly complex networking environments.

Is voice latency impacting your business growth?

Spearline

Latency is the time taken from when one person speaks to when the other person hears. There are many factors which can affect this time and the complexity of today's enterprise networks make it a challenge. This whitepaper explores the impact of network latency on voice communications. Download.

Whitepaper: Is voice latency impacting your business growth?

Spearline

ITU research carried out in 2003 states that a one-way delay of 400ms should not be exceeded for “general” network planning, however demanding interactive tasks such as speech can experience issues with one-way latency values of 150ms.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.