Category Archives: Comment

WhatsApp passes 100 million voice calls a day

Welcome to C3’s Industry Insight blog series inspired by articles and comment on the web.

In this blog, as WhatsApp passes a significant milestone, Martin Kirkup considers the advantages of VoIP


Whatsapp revealed in a recent blog post that its users make more than 100 million voice calls each day equating to more than an astonishing 1,100 calls per second showing the growing demand for Voice over IP (VoIP) calls as consumers move away from traditional ways of communicating.   What’s even more surprising is that the app only completed the rollout of its new voice-calling feature for Android and iOS users in April 2015.

The chat app offers the facility to all its users, allowing them to transmit a voice conversation as ordinary internet traffic rather than as an ordinary voice call. This means that callers can use wi-fi networks or their data plans to make these calls.

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It Doesn’t Have To Be This Way! Why Companies Hang Up On Customers

Welcome to C3’s Industry Insight blog series inspired by articles and comment on the web.

In this blog, Natasha Rutterford tackles the thorny issue of dropped calls


I love the daily tips emails from Contact Centre World. Some are really enlightening with new ideas and operating methods, many others highlight common failings in customer handling.

The issue in the below comment caught my eye as it is something which I have experienced and really irritates me as I know there is a simple technical solution!

Deliberately dropping calls during busy periods.

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University clearing is important to both parties

Welcome to C3’s Industry Insight blog series inspired by articles and comment on the web.

In this blog, Martin Kirkup analyses the two-way street of University Clearing.


Now with the end of their exams and summer officially arrived it can be tough for students to keep track of all the different universities and Colleges Admissions Service (UCAS) deadlines that they need to keep to in order to start their university education.

For students wanting to apply to universities to study in 2016, June 30th marks the deadline for UCAS applications – from July 1st, any student applications received are automatically entered into the Clearing process.

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The Power of Human

Welcome to C3’s Industry Insight blog series inspired by articles and comment on the web.

In this blog, our Marketing Manager Natasha Rutterford looks at the importance of a ‘human touch’ vs full automation.


Automation, self-service and the power of technology have revolutionized the contact centre, however when it comes to resolving some issues you can’t beat a human touch.

Often these situations are the most sensitive or demanding and you can be sure that if your organisation slips up here your clients won’t forget it!

It’s tempting to rely heavily on automated self-service in order to save costs; however it may be better for contact centre management to view humans and technology as allies in the fight for a better customer experience.

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There’s More To Mobile Wallets Than Money…

Welcome to C3’s Industry Insight blog series inspired by articles and comment on the web.

In today’s  blog Sales Director John Wood reflects on the wider advantages of Mobile Wallets, inspired by a recent TelemediaOnline post (more details below).


Apple Pay was announced in the US in late 2014 and launched with quite a bit of fanfare in the UK in July 2015. Today, most of the big UK banks have committed to support Apple Pay, although not all were part of the scheme when it first launched.

For those who don’t know, Apple Pay is a mobile payment system and digital wallet service designed to change the way consumers shop. There is no doubt that the company has been leading the way in the effort to move consumers from the use of old fashioned physical wallets, packed with various plastic cards, to a world in which your iPhone or Apple Watch does all the work.

Continue reading There’s More To Mobile Wallets Than Money…