IFS-mplsystems named a Visionary in the Gartner 2017 Magic Quadrant
IFS-mplsystems has been named by Gartner as a Visionary in its October 2017 Magic Quadrant for Contact Center as a Service (CCaaS), Western Europe, for the third consecutive year. This recognition follows the inclusion in the 2017 Magic Quadrant for the CRM Customer Engagement Center (CEC) in May, which makes IFS-mplsystems one of only two vendors […]
Caepeo Estates Planning creates 300 new jobs in Wales
Caepeo Estate Plannings has opened a new call centre in Newport, Wales, with plans to employ over 300 staff over the next five years. Following financial support from the Welsh Government, the company – which specialises in funeral planning and writing services – opened its doors in October with the Welsh Goverment’s Economy Secretary Ken […]
GUEST BLOG: Tackling high staff turnover in call centres
High employee turnover is a problem for many industries, but it’s especially tough for those in the call centre sector. In the US, the average employee turnover rate stands at 15.1%. Unless you happen to work in a call centre. That turnover rate comes in at a whopping 30% to 45%. A high turnover rate […]
BT hints at more call centre jobs heading to Wales
The director of BT Wales has hinted that more customer service jobs could be returning from India to Wales, as the telecoms giant continues to review its customer service strategy. The news comes in the wake of 100 new call centre jobs created by the company in Swansea earlier in the year. Alwen Williams, director […]
Tories warned over Neath call centre election use
The Information Commissioner’s Office (ICO) has warned the Conservative party over the use of scripts during the general election campaign. The ICO has said that small parts of the script used crossed the line into unlawful direct marketing. However, the ICO have stopped short of taking any further action, and are waiting for the Conservative […]
100 Virgin Media call centre workers face redundancy
Staff at a Sunderland call centre run by Virgin Media have been told that they face redundancy from New Year’s Eve. Consultation has begun at the Team Valley site. A worker at the premises, who did not wish to be named, explained that Virgin Media is looking to move some of the work to Manilla, […]
New Eptica Study: The Changing Face of Chat
How Chat can bring value to your customers and your business? The importance of chat to customer service is accelerating, particularly now that consumers are familiar with messaging apps. It’s no wonder that 50% of companies are using chat, with an addition 24% introducing it in the next year. So, what is the current state […]
Genesys PureEngage now available on Oracle Cloud
Genesys PureEngage is now available to customers on Oracle Cloud Infrastructure, benefiting from integrations to Oracle Customer Experience (CX) CRM and Analytics, with joint customers able to gain a single view of customer information across marketing, sales and service, with rich computer telephony integration support. Discussing the announcement, Inderjeet Singh, executive vice president of Independent […]
FREE DOWNLOAD: Digital Consumer Interaction Report
The IMImobile Digital Consumer Interaction Report presents findings into the customer service experiences and expectations of 1,000 UK consumers. Get inside the mind of today’s digital consumer and discover why 68% of consumers prefer messaging based customer service to phone or email. Download the report to help you verify that how you communicate, deliver services and […]
Demystifying Speech Analytics and BI for contact centres
Effective change in your contact centre has to be based on hard evidence. That evidence lies buried within telephone conversations, emails and social media interactions. Join Ember Services for lunch and learn about the key things you need to think about before implementing a speech analytics solution across multiple channels. During the session we will cover: The role […]
