call centres

Restricting employee access to social networks is an outdated mentality and could lead companies to miss out on the potential benefits that they offer to business.

Imagine if an agent could be shown the ideal route a call could take to ensure the customer and firm end up at the best possible destination. It's not such a pipedream.

Companies are shying away from offshoring their customer service centres as the cost benefits fail to allay concerns about the delivery model.

Mary Clarke looks at the role of assessments in improving the behaviour and performance of customer service advisors.

Companies fear using Cloud Computing to run contact centres because they are concerned that service providers not open with them about their service.

Almost half of consumers say telephone is the most frustrating customer service channel - but only one in eight customers say they would pay for superior customer service.

Mark Brown explains why you need more than just targets to get the most from your service staff.

New research from Loughborough University has delivered insight into improving staff morale and performance.

Customer contact software provider Aspect has launched a new tool to help businesses turn social media engagements into productive customer dialogues.

Kevin Clark of RESPONSE, explains how businesses are transforming their traditional call centre business to meet the increasingly more demanding market they serve.