MPL Systems in Gartner’s May 2017 Magic Quadrant
mplsystems, a leading provider of contact centre and field service technologies, has announced its inclusion in Gartner’s May 2017 “Magic Quadrant for the CRM Customer Engagement Centre (CEC)” for the third consecutive year. This follows their inclusion as a Visionary in Gartner’s Magic Quadrant for Contact Centre as a Service, making them one of only […]
Call Centre & Customer Services Summit – Don’t Miss Out!
Make sure you don’t miss out on the opportunity to attend the Call Centre & Customer Services Summit this autumn. Taking place on the 18th & 19th September at the Hilton Deansgate, Manchester, it’s FREE for you to attend and it will provide you with the opportunity to: Meet new suppliers who can help your […]
ON-DEMAND WEBINAR: Reduce Customer Effort to Increase 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 contact your organisation? What if […]
BA looks to outsource call centres to Capita
British Airways has started talks with Capita to outsource its Manchester and Newcastle call centres as the IAG-owned airline looks to cut more costs. The move is likely to create controversy, especially after the IT issue that besieged the company recently and left 75,000 passengers stranded. Accusations of cost-cutting and outsourcing of IT services were […]
Belfast call centre worker faces disciplinary action over lice
A Belfast call centre worker faces disciplinary action for gross misconduct after speaking out against a company policy that means hundreds of colleagues use shared headsets. Speaking to the Belfast Telegraph, Cathal Young voice concerns after being informed by his employer Convergys that staff must leave units on desks for the next worker after finishing […]
WEBINAR: The People Factor – Register today!
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 […]
Ventrica creates 400 new jobs in Southend
Ventrica has announced plans for extra capacity at a new site in Southend, generating at least 400 new positions and growing its workforce to over 800 staff over the next two years. The new 14,000sqft. premises will be located close to the town centre, next to the existing contact centre, and operational by September 1st […]
WEBINAR: Ideas for successful management and leadership
Successful management and leadership have never been a greater challenge. Managing and leading are not the same thing. Both, of course, are crucial. Whether you are a first-time manager or an experienced leader, straightforward, practical advice on best practice is hard to find – especially from a proven expert. Until now. William Montgomery is an […]
Secure your VIP place at the Call Centre & Customer Services Summit
The Call Centre & Customer Services Summit is heading to the Hilton Manchester Deansgate for the first time on 18th & 19th September 2017, where you’ll have the opportunity to meet new solution providers and attend topical seminar sessions hosted by industry thought-leaders. Your complimentary place at this unique event includes: Accommodation Face-to-face meetings with solution providers […]
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 […]
