INDUSTRY INSIGHTS YOUR PEERS ARE READING
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frustrating aspect about trends, is that they come and go so fast, that by the time you begin to get used to it, it’s outdated or evolved into something new. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
Teleconferencing, video- and web-conferencing have changed the way businesses communicate and collaborate. MORE
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? MORE
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). MORE
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. MORE
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. MORE
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. MORE
JJ Barry, Customer Engagement Manager at Spearline. Can you give us a brief overview about yourself and your role at Spearline? MORE
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. MORE
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. MORE
“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. MORE
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! MORE
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. MORE
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. MORE
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. MORE
Telecommunications problems. Networks are complex and they’ve become more complicated as voice, video, and data compete for the same resources. MORE
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. MORE
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. MORE
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). MORE
The increasing complexity of networking environments. Network managers face the challenge of managing increasingly complex networking environments. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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." MORE
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. MORE
10 years ago, Spearline developed the first-ever automated testing platform to proactively monitor global toll, toll-free, inbound and dial-out numbers. MORE
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. MORE
Spearline
OCTOBER 16, 2019
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
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
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 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.
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
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
OCTOBER 10, 2019
Teleconferencing, video- and web-conferencing have changed the way businesses communicate and collaborate.
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
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.
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.
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.
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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
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!
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 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: 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
SEPTEMBER 24, 2019
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.
Spearline
SEPTEMBER 18, 2019
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).
Spearline
SEPTEMBER 17, 2019
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.
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.
Advertisement
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
AUGUST 13, 2019
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.
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.
Spearline
SEPTEMBER 3, 2019
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
AUGUST 8, 2019
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.
Advertiser: Skilljar
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.
Spearline
SEPTEMBER 2, 2019
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.
Spearline
AUGUST 7, 2019
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."
Spearline
AUGUST 28, 2019
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?
Spearline
AUGUST 22, 2019
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).
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
AUGUST 19, 2019
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.
Spearline
AUGUST 16, 2019
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.
Spearline
MAY 21, 2019
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.
Spearline
JULY 30, 2019
Telecommunications problems. Networks are complex and they’ve become more complicated as voice, video, and data compete for the same resources.
Advertisement
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.
Spearline
JULY 24, 2019
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.
Spearline
JULY 16, 2019
The increasing complexity of networking environments. Network managers face the challenge of managing increasingly complex networking environments.
Spearline
JULY 3, 2019
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.
Spearline
JULY 3, 2019
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.
Advertiser: Skilljar
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.
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