QStory reveals The Next Step Up
QStory, a provider of end-to-end automated Intraday Management Solutions for contact centres, has announced the publication of a new White Paper entitled “The Next Step Up in Contact Centre Performance’. The publication is aimed at contact centre, human resources and training professionals and provides a practical guide to maximising agent idle time for coaching and […]
Customer experience worsening, reveals new survey
New research by European tech firm Eptica has revealed that UK brands are struggling to cope with the rising volume of queries and growing consumer expectations. Out of 100 UK companies surveyed, only 44% could answer routine questions asked on the web, email, Twitter and Facebook – down from 49% in 2016. Social media saw […]
TeleTech expands its EMEA operation with UK senior appointments
TeleTech is expanding its EMEA operation with the hiring of key executives to focus on the United Kingdom and Europe. The company says the new appointments demonstrate its commitment to growing in the European region. The company is poised to disrupt the Customer Experience (CX) industry with the promotion of their Humanify Customer Engagement as a Service […]
IFS-mplsystems named a Visionary in the Gartner 2017 Magic Quadrant
IFS-mplsystems has been named by Gartner as a Visionary in its October 2017 Magic Quadrant for Contact Center as a Service (CCaaS), Western Europe, for the third consecutive year. This recognition follows the inclusion in the 2017 Magic Quadrant for the CRM Customer Engagement Center (CEC) in May, which makes IFS-mplsystems one of only two vendors […]
Caepeo Estates Planning creates 300 new jobs in Wales
Caepeo Estate Plannings has opened a new call centre in Newport, Wales, with plans to employ over 300 staff over the next five years. Following financial support from the Welsh Government, the company – which specialises in funeral planning and writing services – opened its doors in October with the Welsh Goverment’s Economy Secretary Ken […]
GUEST BLOG: Tackling high staff turnover in call centres
High employee turnover is a problem for many industries, but it’s especially tough for those in the call centre sector. In the US, the average employee turnover rate stands at 15.1%. Unless you happen to work in a call centre. That turnover rate comes in at a whopping 30% to 45%. A high turnover rate […]
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 […]
