Archive of: News

  • Genesys Acquires Silver Lining Solutions

    Genesys Acquires Silver Lining Solutions

    Genesys (www.genesys.com), the global leader in omnichannel customer experience and contact center solutions, has today announced that it has acquired privately held Silver Lining Solutions Ltd.

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  • Global survey reveals that offline activity scheduling in contact centres is not optimised

    Global survey reveals that offline activity scheduling in contact centres is not optimised

    Organisations missing out on benefits delivered by automation and integration with enterprise systems

    Birmingham, 29 November 2016. Silver Lining Solutions will today launch the findings of its global research survey into the management of ‘offline’ activities in the contact centre at The Forum’s annual Planning Conference in Nottingham.

    While it would appear that a variety of systems are being used to schedule offline activities for a wide range of different job roles, the survey reveals that scheduling might be being left behind in how it is being integrated with other increasingly popular and effective measures.

    Download the report in the main article.

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  • Telenor  Realises Spectacular Sales and Service Improvements Across Five Contact Centres

    Telenor Realises Spectacular Sales and Service Improvements Across Five Contact Centres

    Silver Lining’s OEM partner, Geneys, has recently published a fantastic case study on the benefits our joing solutions have delivered for Telenor.

    Sales increase by approx. 25% for new temporary agents compared to established advisors NPS improved from 14 to 52 for new, temporary advisors

    Read more at: http://www.genesys.com/uk/about-genesys/customer-stories/telenor

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  • OFFLINE ACTIVITY SCHEDULING

    OFFLINE ACTIVITY SCHEDULING

    The Forum and Silver Lining Solutions are conducting a global research initiative to reveal how contact centres around the world tackle the scheduling of all offline activities.

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  • Troy Piasczyk appointed Professional Services Consultant, Americas

    Troy Piasczyk appointed Professional Services Consultant, Americas

    Silver Lining Solutions, Birmingham, 1 June 2016.__ Silver Lining Solutions today announced that it has appointed Troy Piasczyk as Professional Services Consultant, Americas. Troy brings valuable skills and experience to help oversee Silver Lining’s PerformanceDNA technology deployments in this strategic region.

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  • Silver Lining Solutions announces availability of PerformanceDNA as a cloud solution

    Silver Lining Solutions announces availability of PerformanceDNA as a cloud solution

    Birmingham, UK, 26 November 2015. Silver Lining Solutions today announced that PerformanceDNA, the industry leading employee performance optimization solution, is now available as a cloud solution.

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  • Opplysningen: Planning for peak performance

    Opplysningen: Planning for peak performance

    NEW CASE STUDY Opplysningen 1881, the leading Norwegian business directory enquiries service, has 2 busy contact centres employing almost 200 agents in Norway and is recognised for its commitment to high quality customer service – which is absolutely vital to keep customers coming back.

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  • Silver Lining Solutions launches in Asia Pacific

    Silver Lining Solutions launches in Asia Pacific

    New Australian subsidiary will serve clients across the entire region**

    Birmingham, United Kingdom, 1 October 2015 __ Silver Lining Solutions is delighted to announce the opening of its subsidiary, Silver Lining Solutions APAC. This company, headquartered in Melbourne, Australia, marks an exciting new chapter for Silver Lining Solutions, which has experienced strong growth across all its regions.

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