Up-to-date company and industry information

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• Customer Metrics: What should you measure? News Article   Thu 28 Feb 2008 10:31 The influx of customer data at many firms has grown from a trickle to a flood, and now it's a case of information overload. So what customer metrics should you focus on?
  
• Talking the talk about call centres News Article   Mon 25 Feb 2008 12:02 Successful telemarketing requires that you recruit, train and equip agents to meet your objective and the specific needs of your target audience.
  
• Credit crunch keeps primary focus of outsourcing on cost News Article   Thu 21 Feb 2008 14:38 Long-term strategy overlooked in favour of shorter-term gains.
  
• New guide tackles abuse suffered by call centre staff News Article   Thu 21 Feb 2008 13:34 Great initiative introduced by the Scottish Government.
  
• Turning inbound calls into profitable customer relationships News Article   Tue 19 Feb 2008 13:27 Many companies are missing a valuable opportunity to turn inbound customer interactions into profitable customer relationships.
  
• Offshoring Call Centres: For or Against? News Article   Fri 15 Feb 2008 13:04 If your organisation has sent your call centres abroad — or plan on doing so to contain costs — how can you ensure your call centre operations maintain a level of service consistent with your brand and message?
  
• The future of customer service News Article   Fri 15 Feb 2008 11:15 Mobile technology is changing the way consumers search for answers.
  
• New survey uncovers inconsistent local government targets News Article   Tue 12 Feb 2008 07:50 Inconsistent local government contact centre service level targets, study reveals.
  
• Gas Firms Urged on Customer Care News Article   Tue 5 Feb 2008 11:59 Citizens Advice has called on utility companies to improve their customer service after a report found many companies were failing consumers in this area.
  
• UK Banks: poor online customer services, study reveals News Article   Mon 4 Feb 2008 16:08 A new study of 52 leading European financial services companies reveals poor levels of online customer service provided by UK banks and building societies.
  
• Monitoring the Quality Monitors News Article   Fri 1 Feb 2008 10:47 What you need to know about quality management and liability recording solutions.
  
• 2008 Contact Centre Challenges News Article   Fri 1 Feb 2008 10:26 In the next five to 10 years, contact centres will become one of the most important revenue-generating departments.
  
• RESPONSE signs local employment partnership Press Release   Fri 25 Jan 2008 12:20 RESPONSE offers a number of initiatives to help people back into the workplace.
  
• TUPE could leave workers empty handed News Article   Mon 14 Jan 2008 12:02 TUPE can catch global transfers, but British workers could be left jobless.
  
• Speech Self-Service a Top Priority in 2008 News Article   Thu 10 Jan 2008 11:11 Companies are beginning to see the technology as an essential part of customer service strategy.