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 […]
Centrelink move to privatise call centre condemned
Australian Human Services Minister Alan Tudge has announced that Serco Citizen Services, a subsidiary of Serco, would be contracted to help operate Centrelink’s call centre. But the public sector union has condemned the move to privatise the call centre as it would give Serco access to vast amounts of personal information. In a bid to […]
WHITE PAPER: Are you a Customer Service Leader or Laggard?
Part 1: A leader’s perspective on the industry Kura and Inisoft have been working with ContactBabel and the Contact Centre Association (CCA) to understand the state of the contact centre industry from a leader’s perspective, and in contrast to this, an advisor’s perspective. Part one of this research series with ContactBabel takes a deep-dive into […]
Claim your VIP place at the Call Centre & Customer Services Summit
The Call Centre & Customer Services Summit returns in 2018! This highly-focused two-day event will take place on 23rd & 24th April 2018 at the Radisson Blu Hotel, London Stansted. It will once again providing the leading platform for senior contact centre and customer care professionals to meet with trusted solution providers, learn from the sector’s preeminent thought-leaders […]