RECOMMENDED: Do you provide Agent Coaching Services? We want to hear from you!
Each month on Call Centres Briefing we’ll be shining the spotlight on a different part of the customer care market, starting in February with Agent Coaching & Monitoring. It’s all part of our new ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of […]
GUEST BLOG: Integrated CX and QA – Drive engagement through uniting teams
Increasing productivity, efficiency and customer retention by aligning QA and CX teams in a multilingual, multidisciplinary environment, by By Pole To Win… Beginning as two separate entities, Quality Assurance (QA) and Customer Experience (CX) historically existed independently in software development and support services, but as customer engagement and retention have become increasingly important, companies have strived […]
Don’t miss out! Register today for the Call Centre & Customer Services Summit
Secure your place at the UK’s leading customer care industry event, which takes place on April 23rd & 24th 2018. The Call Centre & Customer Services Summit gives you the opportunity to meet with new solution providers, network with peers and attend inspiring seminars. As our VIP guest, you’ll also enjoy full hospitality throughout the two days, […]
INDUSTRY SPOTLIGHT: A Team Manager’s Perspective – Their response on new advisor research
Kura has just released the latest blog from one of its Team Managers, describing the role of the advisor and what they believe organisations need to do to improve the role for the advisor and in effect, how this will improve customer experience. This blog is in response to the latest CCA research sponsored by Kura and Inisoft. […]
Sheffield telemarketing boss offers to save 250 Carillion call centre jobs
The CEO of a telemarketing company has offered to save the jobs of over 250 Carillion staff at its Sheffield call centre by taking on the staff and contracts of the troubled FM and construction company. Anthony Hinchcliffe, CEO of Sheffield-based Ant Marketing, is confident that he can keep the company’s contracts within the city of […]
Scottish police spend £100K fighting £62K wage payout
Police chiefs in Scotland are fighting to block a £62,000 wages payout to call centre staff almost 12 years after workers realised that they were being underpaid. Some 67 workers at Glasgow Govan Centre lodged a collective grievance with union backing in 2008 after police bosses decided not to pay staff extra for working night […]
Sitel creates 300 new jobs in Plymouth
Site Group is looking to recruit over 300 new staff for its Plymouth facility after landing a major contract. The jobs, on a short-term contract initially, will commence through to February, although Sitel has stressed that “other opportunities’ are likely to arise for staff through 2018. The company already employs over 500 people working from […]
Americans say customer service is better than ever
US consumers – especially millennials – say businesses are meeting or exceeding their service expectations according to research from American Express. The study shows US consumers are happier than ever with the service companies provide, with eight in 10 Americans (81%) reporting that businesses are meeting or exceeding their expectations for service, compared to 67 […]
REPORT: Ringing the changes for card payments
Robert Crutchington, director of payment solutions company Encoded, takes a closer look at contact centre payments… The UK Contact Centre Decision-Makers’ Guide (DMG) revealed several surprises in terms of PCI compliance and card fraud reduction in its 15th edition. This major report studying the performance, operations, technology and HR aspects of UK contact centre operations […]
Domestic & General creates 150 new jobs at refurbished site
Specialist warranty provider Domestic & General has created 150 new jobs after unveiling a £3.4 million revamped office in Nottingham. The refurbishment follows the opening of a new base near City Gate East, together employing over 850 members of staff. The expansion will take the company’s headcount to 1,000 people. Over 16 million people in […]
