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 […]
1st Credit completes GCI’s Live Agent to PCI compliance
Debt purchase and collection company 1st Credit Limited has completed the roll-out of Live Agent with communications services provider GCI, ensuring that it meets Payment Card Industry (PCI) regulations within its contact centre environment. The project enables customer support representatives to take telephone payments without any sensitive cardholder data entering their environment, thus simplifying 1st […]
FORUM INSIGHT: Housekeeping tips for your digital presence
Last week we took a look at how you can make your company blog work a little harder in terms of helping to grow your business. But sometimes it’s worth taking a step back to see if the fundamentals of your online presence are working as well as they should be. If you don’t have […]
Staff left ‘unpaid’ as call centre fined £270,000
Staff at a call centre claim they have been left unpaid after the company was handed one of the biggest fines in consumer history for making nuisance calls. Basingstoke-based Media Tactics was fined £270,000 by the Information Commissioner’s Office (ICO) in March for making 22 million nuisance phone calls to members of the public. The […]
Surely credibility is a crucial factor to win more business?
By Rob Hines, Coaction Solutions There is little doubt that customers are far more discerning in today’s more connected world, having opinions based on more far reaching thought processes, forcing organisations to think beyond profit alone. Business integrity, resilience, along with social and environmental responsibility play an ever-increasing role in a customer’s decision making, even […]
EE creates 60 new jobs in Merthyr Tydfil
Mobile phone giant EE is recruiting 60 new jobs at its call centre in Merthyr Tydfil. The UK’s biggest mobile operator, owned by BT, already employs more than 800 staff at its Rhyd-y-Car Business Park site with the majority of the staff travelling in from the surrounding local area. EE created 1,000 new jobs across its […]
