Archive of: 2015

  • 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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  • Vodafone Australia: empathy for better customer service

    Vodafone Australia: empathy for better customer service

    In the context of a strategic employee performance initiative, Vodafone wanted to enhance time to competency for new starters in its call centres to maximise the number of agents that successfully completed probation.

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  • Optus appoints Silver Lining Solutions to fast track the performance of its retail sales teams

    Optus appoints Silver Lining Solutions to fast track the performance of its retail sales teams

    Silver Lining Solutions today announced that Optus, the second largest telecommunications company in Australia, and a wholly owned subsidiary of Singtel, is using Silver Lining’s PerformanceDNA solutions to help boost sales performance and provide superior customer service.

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  • Senior appointment to lead growth in the Americas

    Senior appointment to lead growth in the Americas

    Silver Lining Solutions today announced that it has appointed Debbie May as General Manager Americas. Debbie will oversee Silver Lining Solutions’ market growth and strategic partnerships in this important region.

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  • JZero Solutions and Silver Lining Solutions expand their integrated functionality

    JZero Solutions and Silver Lining Solutions expand their integrated functionality

    JZero Solutions and Silver Lining Solutions are pleased to announce that its JLMS Enterprise platform has been further integrated with Silver Lining’s performance optimisation solution, Optimizer.

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  • The keys to the sweet shop

    The keys to the sweet shop

    Over the past 15 years contact centre planning has gone from a few Excel jockeys working their magic on unwieldy forecast models and scheduling sheets to a recognised profession with its own university program.

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