contact centre

Customers reveal the service phrases that make them seethe

17/11/2011 - 00:22
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Businesses that tell customers ‘Your comments are very important to us’, take note; it’s just topped a list of phrases we most hate to hear.

Digital channels great for complaints, but phones favoured for purchasing

17/11/2011 - 00:09
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While customers will increasingly use digital and social channels to make complaints they will continue to rely on the phone to make purchases, a new study has found.

Contact centres seeing staff attrition on the rise again

16/11/2011 - 00:14
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Following three years of decline, contact centre agent turnover rates are back on the up, having risen by 31% in the last year, a new study has found.

Businesses losing interest in offshore service centres

01/11/2011 - 00:15
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Companies are shying away from offshoring their customer service centres as the cost benefits fail to allay concerns about the delivery model.

Does the social media contact centre hold the future for analytics?

14/02/2011 - 01:20
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Donna Fluss explains the significance of the concept of analytics convergence.

IBM plays matchmaker: New system to optimise call centre service

19/03/2010 - 10:19
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IBM has announced an analytics service that matches a caller with the most appropriate customer service agent.

Civil servants 'pretended to be answerphones' to handle workload

10/03/2010 - 14:47
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Staff at the Department for Work and Pensions claim they were told to pretend to be answer phones to deal with high volumes of calls.

The 10 strategy tenets for developing a customer-driven workforce

06/11/2009 - 05:03 - 3 comments
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Stephanie Edwards outlines the building blocks of customer-centricity that managers and leaders must know.

Traditional call centres lose out to chat and social networking among online customers

20/10/2009 - 11:41 - 4 comments
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Traditional forms of customer service are losing out to chat and web-based practices. But firms need to be wary of the new channel...

Sloppy call centre practice exposes customer data to fraud risk

20/10/2009 - 11:23
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95% of call centres are found to be breaking the rules for storing credit card details.
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