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 […]
FORUM INSIGHT: Make your company blog work harder
There’s no sadder sight than a neglected company blog. The chances are you’ve invested a fair bit of money in your website, which is probably the main channel through which to present your company to potential and existing customers outside of face-to-face meetings. And if that’s the case, you’ve probably spent a fair bit of […]
Are you ready for GDPR in the contact centre?
General Data Protection Regulation (GDPR) is getting closer. The rules will be pretty stringent, with some hefty fines – and have the potential to have a big impact on a lot of global businesses. Vigilance around the use and protection of customer data now rises to the top of the agenda. For this reason Aeriandi, in […]
Learn from mpl systems at the Call Centre & Customer Service Summit
Customers expect consistent, accurate and efficient service when they contact an organisation. Yet all too often an agent has to navigate multiple disconnected systems to extract the required customer data, traditional CRM systems do little to alleviate these issues. In contrast mplsystems’ unified agent desktop delivers a single customer view, designed for the contact centre, […]
The People Factor – Download the new report from Kura and Ember Services
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 […]
FORUM INSIGHT: Your checklist for taking a stand at an expo
Attending an exhibition in order to find new sales leads and create new business relationships can be a complicated process. It’s not an insignificant cost, so here’s a handy guide to ensure you get good value for money… Book your stand Well, obviously. But you need to consider the size of your stand – you […]
