US businesses ‘lack the contact centre capabilities to meet customer expectations’
Research from NewVoiceMedia shows that many US businesses lack the contact centre capabilities to meet customer expectations. The study, conducted by global market research firm Opinion Matters, exposes significant gaps between customer preferences and reality, and suggests that businesses across many different sectors are missing out on opportunities to enhance their customer contact centers with technology […]
‘Significant’ investigation into Tory call centre allegations
South Wales Police have confirmed they are carrying out a ‘significant’ investigation of the Blue Telecoms call centre which operated on behalf of the Conservative party in the run up to the general election. An undercover investigation by Channel 4 at the Blue Telecoms call centre in South Wales claimed that the centre broke data […]
US call centre industry unites for Hurricane Harvey victims
The National Amtelco Equipment Owners (NAEO) association has set up a Relief Fund to support its members and their employees who have been impacted by Hurricane Harvey. All the money collected through the Relief Fund will directly help call centre staff who have been affected by the storm to purchase items needed to help rebuild […]
NICE move by BT
Telecoms giant BT Group has chosen NICE software to replace its previous recording and workforce management (WFM) solutions, implementing NICE WFM, Nice Engage and Nexidia Analytics across the group within the next three years. Working towards improved customer services experience, ensured regulatory compliance and optimised total cost of ownership, BT undertook a selection process that […]
Which? customer service poll reveals 2017 best and worst brands
Consumer watchdog Which? has revealed its best and worst brands for customer service, with First Direct, Lakeland and Lush all topping the polls for 2017. The survey, carried out with more than 3,000 Which? customers, found that First Direct ticked all the right boxes when it came to customer service, finishing ahead of cosmetics retailer […]
Contact centre speed to answer increases by 27%
Analyst ContactBabel has revealed that the Average Speed to Answer for contact centres has increased by 27%, from 28.4 seconds to 36.1 seconds. The findings are part of the fourth edition of The UK Contact Centre HR & Operational Benchmarking Report 2014/15, a study of 215 contact centre operations examining salaries, attrition, recruitment, absence, training […]
Voxpro acquired by Canadian giant Telus International
Cork-based Voxpro has been snapped up by Teuls International for an undisclosed figure. Voxpro, which employs 2,700 people worldwide, provides high-end call centre services to tech companies, including Airbnb and Google. The company, owned by husband and wife team Dan and Linda Kiely, boasted revenues of E33 million and profits of E3 million as of […]
Cyara reveals further OCX research findings
What kinds of issues impact CX at an operational level in your company? Late last year, Cyara partnered with market research firm Frost & Sullivan to conduct a survey analysing Operational Customer eXperience (OCX) in contact centres around the world. The report showed that companies face a variety of obstacles as they work to deliver […]
INDUSTRY SPOTLIGHT: CGI
GCI is one of the UK’s leading Managed IT Service Providers. It is one of the UK’s fastest growing MSP’s and provides a suite of managed services designed around five capability pillars: Full IT Support, Cloud, Unified Communications, Compliance & Security, and Network & Infrastructure. GCI’s services and solutions are designed to address customer challenges and support mostly mid-tier corporate […]
Q&A: Alok Kulkarni, CEO, Cyara Solutions
In July, Cyara Solutions published the results of a survey it conducted with Frost & Sullivan analysing Operational Customer eXperience (OCX) in contact centres around the world. The report highlighted a number of challenges across the companies surveyed, with retaining Customer Satisfaction as the priority. We recently caught up with Cyara CEO Alok Kulkarni to ask […]
