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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.

CRM customer service contact centre: Gartner’s Magic Quadrant

As your customer’s behaviour and communications evolve, call centres need a customer service software solution that evolves with them. Gartner’s Magic Quadrant addresses the requirements of customer service software in the modern-day call centre and its impact on customer service. Click here to find out more.

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Investment in speech analytics set to double

2010-06-18 02:48

Expenditure on speech analytics in call centres is set to double over the next five years - but will it become a 'must-have' technology?

Warning over plan to tax offshore call centres

2010-06-08 06:00

A plan to tax offshore call centres to protect local jobs could spectacularly backfire if it becomes law, according to researcher Ovum.

Senator proposes tax on offshore call centres

2010-06-04 03:04

A US Senator plans to introduce a bill to tax offshore call centres in a protectionist bid to prevent "the outsourcing of American jobs".

Vodafone reveals new call centre deal in wake of Garlands administration

2010-05-21 12:21

Vodafone UK has signed a deal with a Scottish call centre firm only days after its decision to cancel a contract with Garlands contributed to it going into administration.

Call centre giant Garlands goes into administration

2010-05-20 10:53

The biggest call centre group in the North East of England has gone into administration after losing two of its largest contracts.

Generation Y will drive "fundamental shift" in customer service

2010-04-21 15:12 - 2 comments

Attendees at this week's Customer Contact Planning Summit were warned that generational differences will lead to major challenges for contact centres.

Civil servants 'pretended to be answerphones' to handle workload

2010-03-10 15:47

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 06:08

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 15:05

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

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