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contact centres

Welcome to MyCustomer.com's dedicated feed for contact centre news, downloads and resources. If you're after contact centre advice, news or case studies, then this is the place for you.

Remember to check back regularly as this resource is constantly updated.

Is the hype around social media as a business communications tool justified?

Video duration:

04.37

Paul White, CEO of mplsystems, discusses the impact of social media on customer service for businesses and the value of social media tools within the contact centre.

Why has CRM got a bad name in the contact centre?

Video duration:

02.02

Paul White, CEO of mplsystems, asks why CRM has got a bad name in the contact centre and considers ways to improve the agent's lot.

Service desks must exploit social media platforms, says Ovum

01/12/2011 - 00:19

Restricting employee access to social networks is an outdated mentality and could lead companies to miss out on the potential benefits that they offer to business.

Customers reveal the service phrases that make them seethe

17/11/2011 - 00:22

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.

Time to give the voice channel some va-va-voom

17/11/2011 - 00:10

Despite its importance, the voice channel has seen little innovation in the last 20 years from the customer's point of view. Here are three simple tips to give it a boost.

Digital channels great for complaints, but phones favoured for purchasing

17/11/2011 - 00:09

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

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.

Does your contact centre need a sat nav?

14/11/2011 - 00:19

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.

Businesses losing interest in offshore service centres

01/11/2011 - 00:15

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

Permira to buy Alcatel-Lucent's Genesys call centre unit for $1.5 billion

20/10/2011 - 10:06

Telecommunications giant Alcatel-Lucent is to sell its Genesys call centre business to private equity group Permira for $1.5 billion.

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