contact centres
RSS contact centres£2.5bn gov't telecommunications contract up for grabs
News The network will see separate fixed and mobile phones replaced with one handset; offer VoIP calls; stream IP CCTV and broadcast quality video; allow data and document sharing; allow bulk electronic data transfers; offer audio, web and video... [05 Aug 2008]
Leading a horse to water
Comment Driving through things like the tell-us-once programmes or the work we are doing on contact centres are all critically important and if you asked me what my priority is in 12 months' time, I would give you the same answer," adds Suffolk. [23 Jun 2008]
UK contact centres up there with world's priciest
News Attrition remains a global problem, with agents being tempted away by the plethora of opportunities in other industries in India and Mexico and centres poaching agents off each in other in the crowded Philippine market. [20 Jun 2008]
Thin clients switch on digitally excluded
Case Study The running costs per user (excluding the initial hardware) for the managed service are small - around £2 per week - and in future Kehoe envisages an ad-funded model being able to support service provision, with public sector organisations such as... [17 Jun 2008]
Revealed: Cyber crimefighting successes
News Soca has also sent out 46 alerts to UK business, which included 11 alerts to UK financial institutions detailing more than 46,000 online account details that had been compromised by phishing and virus attacks, a system for UK call centres to... [15 May 2008]
Poor CRM failing customers
News Brits are the most likely to criticise customer service with 40 per cent of respondents rating the service provided by call centres as ineffective. The Oracle research covered 1,500 consumers and 250 contact centre managers across Europe. [07 Mar 2008]
Swinton Insurance gets chatty with IP tech
News For customer calls the system automatically routes to the local (or next nearest) branch of the customer, meaning the amount of calls going to overspill call centres has been cut by 40 per cent. High street insurance chain Swinton has completed a... [21 Feb 2008]
Unilever in $675m HP outsourcing deal
News HP will also manage Unilever's IT systems including its corporate data centres, directory services, disaster recovery and intranet hosting. HP will provide a single point of contact for Unilever's enterprise computing systems and will work with the... [13 Feb 2008]
Increasing Efficiency, Profitability and Customer Satisfaction
White Paper Kookmin Bank wanted to integrate systems and operations and to consolidate the call centres of the newly merged financial institutions. The Seoul and Daejeon call centre operations were expanded into a combined 1,200-agent facility based on Nortel... [11 Jan 2008]
Creating Competitive Advantage Through Converged Communications
White Paper The availability of a global telecommunications infrastructure has allowed enterprises to become more distributed and to operate key business functions such as finance, manufacturing and customer contact centres across the world. [09 Jan 2008]
Staff deserting UK call centres
News Contact centres that are using a pure IP infrastructure report improvements in flexibility, decreased telecoms costs and easier application integration, especially in multi-site scenarios. Attrition in UK call centres has risen for a fifth year... [19 Nov 2007]
SMS the future for CRM?
News Around 70 per cent of all calls from contact centres to customers will be to mobile phones by mid-2008, leading companies to look at texting as a cheaper option. Suzette Bouzane Meadows, head of contact centres at Affiniti, said the reason mobile... [18 Sep 2007]
5 Strategies to Deliver World Class Customer Service in Financial Services
White Paper Financial Services providers can significantly improve their competitive position, acquire more new customers, retain their profitable existing customers and manage their costs more effectively by offering World Class Customer Service in their... [15 Sep 2007]
Bank websites don't satisfy curious customers
News Despite the millions invested in online banking systems, it may still be quicker for customers to phone bank call-centres to find out basic information. And even then, only three out of 10 banks answered the question satisfactorily - less than last... [23 Aug 2007]
The Varney Report: An ideal or a blueprint?
Comment This means a heavier reliance on partners to build shared service centres, or engage with partners on large scale outsourcing contracts. From the Varney Report's pledges on identity management and improving public sector contact centre performance... [29 May 2007]
