Sitel creates 300 new jobs in Plymouth
Site Group is looking to recruit over 300 new staff for its Plymouth facility after landing a major contract. The jobs, on a short-term contract initially, will commence through to February, although Sitel has stressed that “other opportunities’ are likely to arise for staff through 2018. The company already employs over 500 people working from […]
Americans say customer service is better than ever
US consumers – especially millennials – say businesses are meeting or exceeding their service expectations according to research from American Express. The study shows US consumers are happier than ever with the service companies provide, with eight in 10 Americans (81%) reporting that businesses are meeting or exceeding their expectations for service, compared to 67 […]
REPORT: Ringing the changes for card payments
Robert Crutchington, director of payment solutions company Encoded, takes a closer look at contact centre payments… The UK Contact Centre Decision-Makers’ Guide (DMG) revealed several surprises in terms of PCI compliance and card fraud reduction in its 15th edition. This major report studying the performance, operations, technology and HR aspects of UK contact centre operations […]
Domestic & General creates 150 new jobs at refurbished site
Specialist warranty provider Domestic & General has created 150 new jobs after unveiling a £3.4 million revamped office in Nottingham. The refurbishment follows the opening of a new base near City Gate East, together employing over 850 members of staff. The expansion will take the company’s headcount to 1,000 people. Over 16 million people in […]
Looking for new suppliers? The Call Centre & Customer Services Summit can help…
The Call Centre & Customer Services Summit returns on April 23rd & 24th 2018, once again giving you the opportunity to meet with new solution providers, network with peers and attend inspiring seminars. As our VIP guest, you’ll also enjoy full hospitality throughout the two days, including attendance to our gala dinner with entertainment, plus overnight accommodation. […]
The Agent’s Voice is Loud – Leaders are you listening?
Kura and Inisoft recently teamed up with ContactBabel and CCA Global to understand the challenges in the contact centre from a leader and an advisor’s perspective. CCA Global surveyed over 600 front-end employees and the results showed: • 86% of agents believe they have the correct skills to do their job well, and 56% believe […]
Ventrica wins Gold at ECCCSAs
Southend-based customer management outsourcer Ventrica has won Gold in the ‘Best Outsourced Contact Centre’ category at the European Contact Centre & Customer Service Awards 2017 (ECCCSAs). Founder and Managing Director of Ventrica, Dino Forte commented: “We are absolutely thrilled and honoured to win Gold in this category. I am so proud of all the team […]
North East Contact Centre Awards shortlist announced
The finalists in the North East Contact Centre awards have been announced, following a record number of entries. Back for its 15th year, the awards event benefits from the addition of three new categories, including Outstanding Contribution to the Community, Recruitment Champion and North East Contact Centre of the Year – Under 50 Seats. Hosted […]
How AI could change your contact centre
Thomas Rødseth, VP of marketing and product at Oslo cloud-based contact centre Puzzel explains how AI could change contact centres in the future… The roar has become louder over the last 12 months. Artificial Intelligence (AI) is coming and it will change everything. It’s been a gift to editors, bloggers, Ted talk speakers and conference […]
Eptica improves efficiencies at Birmingham City Council
Birmingham City Council (BCC) is delivering an improved service to its 1.1 million citizens by using Eptica’s AI-powered customer experience platform to respond consistently to the over 2.19 million emails and phone calls it handles every year. By using Eptica, BCC has cut average handling times across services for email by 30 per cent, to […]
