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 […]
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 […]
