Forum Insight: Savvy SEO tips for start-ups that won’t break the bank…
With 50 per cent of new businesses failing within five years, recent research has revealed that many small businesses are missing out on opportunities to market online due to a lack of digital knowledge. The research from 123 Reg found that 73 per cent said they did not advertise online and 42 per cent reported […]
BA to ‘outsource more than 1,000 UK call centre jobs’…
A spokesman for British Airways (BA) has confirmed that the airline is considering outsourcing its UK contact centre operations in a bid to reduce costs at its Manchester and Newcastle sites. Branded “a slap in the face” to its employees by the trade union, Unite, BA – owned by International Airlines Group – has reportedly already asked outsourcing firms to assess the two call centre sites […]
GRS predicts five ‘rapid’ trends for call centres in 2017…
Global Remote Services (GRS) has come up with five trends set to transform the call centre industry next year with the assistance of industry analyst Peter Ryan. Acknowledging that Brexit and continued digitalisation will potentially bring many new opportunities to the sector, both parties claim: Self-serve will grow with chatbots, apps and mobile: By 2020, […]
RSVP launches ‘Artists’ division at new Manchester site…
The outsourced call centre company RSVP has introduced its in-house actors agency, RSVP Artists, to the recently opened MediaCityUK site in Manchester. The company, which has been employing actors for the past 28 years at its London office, has extended the existing agency to its newly-appointed Manchester workforce that opened its doors in October. RSVP Artists will offer a wide range of talent […]
Banking and financial services top UK customer satisfaction league…
The banking and financial services sectors have the best levels of customer service satisfaction in the UK, according to statistics from Bright’s first ever ‘Industry Satisfaction Survey’ as part of its latest Customer Experience Report. Based on insights gathered from more than 1.5 million post-transaction surveys in 2016, the fourth annual report considered key elements […]
Guest Blog, Heather Richards: The ‘crystal ball’ of customer service…
If the US election result tells us anything, it’s that the ability to predict results is neither easy nor guaranteed. Any pollster or political commentator can now tell you that there’s a world of difference between what someone says and what they actually mean. It’s something that centre agents instinctively know to be true; customers can ask the same question in […]
Industry Spotlight: New original research produced by Kura and the CCA…
Service executives are challenged on a daily basis with improving their customer service offerings. Through new, original research, Kura and the CCA asked the critical questions to understand where businesses are positioned today and their ambitions for the future. Our infographic displays some of the key highlights from this research. Interestingly, one in five respondents believe that their customer service advisors […]
Looking for a new call centre event to attend? You need the Call Centre & Customer Services Summit…
With the next Call Centre & Customer Services Summit taking place on April 24 & 25 at the Radisson Blu Hotel, London Stansted, we thought we’d give you a few reasons to book your place at the event nice and early. Put simply, if you’re looking for a new and informative call centre and customer […]
Online billing making customers ‘disengaged’ with service providers…
New consumer research has revealed that one in three customers are ‘disengaged’ with businesses due to the growing use of online billing. Surveying 1,000 UK households, Echo Managed Services suggests online billing is potentially placing businesses and service providers at risk of losing touch with their customers. The outsourced centre does acknowledge the benefits to […]
TDBC to apply 8×8’s cloud-based telephony system…
Taunton Deane Borough Council (TDBC) will introduce cloud-based technology provided by 8×8 from early December in a bid to improve the council’s staff productivity and service offering for its 140,000 local residents. The roll-out will give staff members access to advanced telephony features including intelligent call routing for residents to be directed to the most appropriately skilled agent first time. The new cloud system […]
