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.

Civil servants 'pretended to be answerphones' to handle workload

2010-03-10 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.

Can customer service benefit from a laboratory approach?

2010-03-08 05:08
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What is a 'laboratory approach' to customer service - and how can it perfect new approaches to drive customer satisfaction?

Study warns of top-heavy contact centres

2010-02-08 14:05
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Too many contact centres have top-heavy management structures but are continuing to recruit ever higher numbers of temporary workers in order to cope.

Coffee to go: Starbucks to outsource call centre operations

2010-01-26 11:04
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Starbucks is to close a customer feedback call centre and outsource the work to Sitel to improve flexibility, call handling and feedback tracking.

Dell continues Cloud push with Infobird alliance

2010-01-06 15:25
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Dell will partner Chinese cloud-based contact centre provider Infobird as part of a bid to offer more higher-margin services.

Amazon set to offer hosted call centre services?

2010-01-05 16:41
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Is Amazon.com about to add Cloud-based call centre services to its growing suite of offerings?

Quantity and calibre of call centre candidates on the rise

2010-01-04 15:44 - 1 comment
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The recession has had a huge impact on the quantity of candidates willing to work in the call centre sector.

CloudForce London: Will call centres join the Chatter-ing classes?

2009-12-11 11:45
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Chatter is Salesforce.com's latest pitch to the market, but can the Cloud apps giant make the new offering of interest to the contact centre sector?

Cloudforce London: Contact centre virtualisation buoyant during floods

2009-12-09 10:34
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NewVoiceMedia’s CEO discusses the Cumbria floods, being an enabler, and how the company is taking business from traditional contact centre vendors.

Seven ways elearning can deliver dynamism to your customer service culture

2009-11-30 06:01
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Service training is being cut. So how do you keep knowledge workers knowledgeable?
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