Contact centre helps retailer group to improve service
Swansway Group is expecting to receive an extra 2,500 service bookings for 2016, mainly due to its contact centre investment. During the last six months, Swansway Group has focused on improving the...
View ArticleNew Cardiff Bay contact centre creates 400 jobs
A new contact centre is going to open in Cardiff, which will result in the creation of more jobs for the local economy. Firstsource, a business services provider, will open the contact centre following...
View ArticleCapita Customer Management sees contract with Thames Water extended
Thames Water has announced that it has extended its call centre services contract with UK business process management and outsourcing company, Capita by a further five years. Thames Water began working...
View ArticleBlack Friday expected to put massive pressure on contact centres
It has been estimated that on Black Friday, which is set to take place on 27th November, up to £1 billion will be spent by consumers in the UK. This will put intense pressure on the contact centres of...
View ArticleSabio predicts customer engagement tech trends for 2016
Customer contact technology company Sabio has released a report of what it believes will be the top technology trends for achieving effective customer engagement in 2016. Mobile With the ever...
View ArticleLatest Intelecom survey highlights importance of customer service advances
The results of a survey carried out by contact centre solution provider Intelecom have been revealed. Intelecom surveyed more than 400 professionals from the contact centre industry. The results show...
View ArticleBlack Friday customer service lessons for the UK
The number of goods bought on Black Friday (November 27th, 2015) was at record levels, particularly online sales. This has meant an increase during the last few weeks of people contacting various...
View ArticleIs artificial intelligence the future of call centres?
With the introduction of the artificial intelligence system called Amelia, IPsoft aims to revolutionise customer service. People phoning call centres are used to using automated routing systems to...
View ArticleXerox report predicts end of call centres
Many businesses use call centres as their main customer service channel. A recent report shows that many consumers are predicting the end of the call centre as it stands today. Xerox recently surveyed...
View ArticleCall centre staff predict changes for 2016 and beyond
Callcentre Helper magazine asked its readers, call centre managers and staff, to predict the changes that will affect the call centre industry in 2016 and beyond. Traditionally call centres have been...
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