Posted: 27-10-2011
Category: Latest industry news
Tagged: azzurrus, call centre
Azzurri promises to match make customers and agents with contact centre management suite.
Posted: 20-10-2011
Category: Latest industry news
Tagged: call centre, channel, convergy, telephone
Telephone still most popular method of contacting customer service, but consumers starting to embrace new technology.
Posted: 24-11-2011
Category: Blog
Tagged: business system, call centre, conference, contact centre, ian hamerton, lisa gardner, rebecca forsyth, valerie booth
Customer Service TV went along to Business Systems' conference to find out from delegates what is really happening in UK contact centres today. Watch the video clips to find out what they say are the big issues from changing customer expectations to employee engagement and how are these being addressed.
Posted: 10-01-2012
Category: Latest industry news
Tagged: business systems conference, call centre, contact centre, offshore
80 per cent of organisations won’t offshore contact centres because of negative service impact
Posted: 12-01-2012
Category: Blog
Tagged: agents, call centre, service failing
Agents don’t need any motivation to provide good service, but they do need our support. James West says it's time to stop looking in the wrong places and start focusing on the real reasons why service fails.