contact centres merchants
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Call centres lose in love stakes
News Global customer satisfaction with call centres has fallen to 68 per cent - down from 82 per cent last year - according to research from customer contact consultants Merchants Europe. The main enabler for contact centres to get more cross-channel... [20 Mar 2007]
Africa beats India on offshore call centre costs
News The eighth annual Merchants Global Contact Centre Benchmarking Report by Dimension Data found that the annual salary range for a call centre agent in Africa and the Middle East ranges from just $8,900 to $22,100. [27 Feb 2006]
Call centre IT budgets divorced from call centres
News Around 64 per cent of call centres now have a strategy in place to govern their technology, according to the Merchants Global Contact Centre Benchmarking Report from Dimension Data. This indicates the increasing important and focus that... [17 Feb 2005]
Call centres replacing humans with robotic voices
News According to Dimension Data's Merchants Global Contact Centre Benchmarking Report, call centres are increasingly turning to automated means to answer customer queries as technology gets better and better at recognising just what customers are... [17 Feb 2005]
Press '1' for the success of LloydsTSB IVR system
News It's made its way into around 63 per cent of call centres, according to the Merchants Global Contact Centre Benchmarking Report 2003 - a huge jump from 1999, when just seven per cent had the technology in place. [25 Nov 2003]
Call centre crisis: waits up, staff morale and budgets down
News The Merchants Global Contact Centre Benchmarking Report was based on interviews with 200 contact centres worldwide and discovered that when it comes to answering consumers' queries, call centres are taking longer to answer their phones and respond... [07 Nov 2003]
Humans face a grim future in call centres
News Mike Cleugh Head of iCommerce at Merchants, which is a subsidiary of Dimension Data, said with the vast improvement of technologies such as voice recognition, it is "a seriously strong contender for replacing human agents in contact centres". [17 Aug 2001]
News in View: Call centres face Net integration test
News David Hurd, IT director at Merchants Group, said: "The IT director of the companies that are involved in this area are going to get a rude awakening. However, many call centres are receiving thousands of emails each week. [31 Jan 2000]
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