21% of firms fail to respond to live chat support
A study involving businesses based in the US and Europe, including both business and consumer facing websites, has revealed that 21% of companies failed to respond to live chat support requests. The study, commissioned by SuperOffice, was conducted from over 1,000 websites. To keep the study fair, chat was only initiated during a website’s support […]
GUEST BLOG: Deadline looming to complete transition to ISO9001: 2015
By Rob Hines, Coaction Solutions The deadline to achieve transition from ISO9001: 2008 to ISO9001: 2015 is September 2018, and although it seems a while away yet, are you safe in the knowledge it will be completed in time? The risk to your business if you don’t, is that you will lose your certification which […]
KURA WHITEPAPER: Understanding the future of work in customer service
It’s generally agreed that the role of people in a contact centre will increasingly become one of problem-solving; dealing with more complex enquiries and transactions. But while the overall pattern is accepted, the implications of it for organisations and customer service advisors have not been widely explored. With this in mind, Kura commissioned Ember Services […]
£400K fine for Keurboom Communications
A call centre that made over 100 million nuisance calls in 18 months has been fined a record £400,000 by the data watchdog. More than 1,000 people complained to the Information Commissioner’s Office (ICO) over automated calls regarding PPI compensation and road accident claims. The ICO said that the automated calls from Keurboom Communications, registered […]
Firstsource hires again after Belfast job cuts
Call centre giant Firstsource has announced that it will be recruiting new staff to work at its Londonderry site – just weeks after announcing job cuts at its operation in Belfast. With an HQ in India, the company employs 27,000 people in 44 call centres worldwide, with over 1,500 being based in Northern Ireland. During […]
Registration open for the Call Centre & Customer Services Summit
Make sure you register today for the next Call Centre & Customer Services Summit, which will take place on September 18th & 19th 2017 at the Hilton Manchester Deansgate. Once again the event will give customer care professionals the chance to meet with trusted industry suppliers, learn from thought-leaders as part of a comprehensive seminar programme and network […]
Welcome to the new-look Call Centres Briefing
We’re delighted to introduce the Call Centres Briefing (formerly eConnect for Call Centres) – your one-stop source of customer care news, in-depth analysis, events and jobs. The Call Centres Briefing is brought to you by Forum Events, the company behind the enormously popular Call Centre & Customer Services Summit – a highly-focused event that brings customer care professionals and key industry solution […]
Webinar – Reduce Customer Effort to Improve Positive Outcomes
In today’s digital age your customers have high standards and limited patience. The world is their marketplace and customers have many options for purchasing products and obtaining services. At the push of a button, a customer expects answers and resolutions. But how easy do you make it for your customers to contract your organisation? What if your […]
SAVE THE DATE: Call Centre & Customer Services Summit
The next Call Centre & Customer Services Summit will take place on September 18th & 19th 2017 at the Hilton Manchester Deansgate. Once again the event will give customer care professionals the chance to meet with trusted industry suppliers, learn from thought-leaders as part of a comprehensive seminar programme and network with peers. Attendance as a […]
Co-op deal helps secure 50 new jobs at Webhelp Derby
Derby-based call centre Webhelp has secured a new deal with the Co-op Group Facilities Team, acting as its national operations centre and creating 50 new roles in the process. Under the partnership, Webhelp will provide voice, web chat and email customer communication. “We’re delighted to have been awarded this new piece of business by Co-op […]