On a regular basis I tend to meet up with Ann-Marie Stagg of the CCMA to…
Category: – Articles
The Offshore Vs. Onshore Contact Centre Debate
Onshore Is Still the Winner with Customers according to CallCare! The offshore contact centre industry has…
You can’t control your customers decisions, but your agents can
You can’t control your customers decisions, but your agents can – Stephen Pace, Managing Director, SJS…
Premium rate numbers abolished; will customer calls rise?
With costly calls to premium rate numbers now officially a thing of the past, some businesses…
Contact Centre as a Service (CCaaS) and Workforce Optimisation (WFO)
Klaas van der Leest, UK Managing Director, Intelecom UK Ltd says it’s time to connect the…
AOMi – 21st century BPO – better service, leaner margins
AOMi chief executive Richard Jeffery explores how leading-edge operations management capabilities within the back office can…
How to boost revenue through improved customer engagement
How to boost revenue through improved customer engagement explains Richard Farrell, CTO, Netcall “Your call is…
The Beautiful Gamification
Craig Pumfrey, Vice President Marketing EMEA at NICE Systems The football season is finished but with…
Urgent call for employers to address noise
Urgent call for employers to address noise • Employers are liable as workers spend nearly two…
Keep customer effort to a minimum to reduce complaints
Banks and insurance companies are breaking records for the worst customer service according to new figures…
“Tangled” telco market needs to re-think business model
Market challengers, smaller players, regional and international legislation, and constantly connected consumers, are all coming together…
Remote Working – Good Bad or Ugly?
Much has been written about the benefits of remote working – some contact centres embrace the…
Lloyds Bank Contact Centre Closure indicates a Positive Industry Trend
The recent announcement that Lloyds Bank will close its Warrington contact centre at the beginning of…
Key Metrics That Really Matter In Your Contact Centre
key metrics – As long as I have been working in the contact centre industry, I…
Returning service operations to the UK? Try cloud-based homeworking
The tide is turning in the outsourcing world. What was once a flood of companies turning…