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• The importance of customer service News Article   Wed 19 Nov 2008 14:41 UK consumers spending 5.8billion hours a year on customer service
  
• Scotland rugby coach visits RESPONSE Press Release   Thu 25 Sep 2008 14:37 Scotland rugby coach swaps the changing room for RESPONSE's Citypoint contact centre
  
• Scotland - the next big outsourcing hub News Article   Tue 19 Aug 2008 11:11 Lawyer's initiative encourages English firms to outsource north of the border
  
• RESPONSE secures multi-million pound deal with Sky Press Release   Wed 6 Aug 2008 10:09 RESPONSE signs a new three-year deal with Sky
  
• Glasgow Partnership is World Class Press Release   Tue 15 Jul 2008 09:48 Student Loans and RESPONSE win Best Outsourcing Partnership
  
• RESPONSE acquires software services leaders Press Release   Mon 23 Jun 2008 12:33 RESPONSE Group acquires leading software services company Inisoft.
  
• Why average handle time no longer matters News Article   Wed 18 Jun 2008 12:25 Consumers don't care whether their call lasts 2 minutes or 3. What matters is that the call was resolved... first time!
  
• First Call Resolution is highest priority News Article   Wed 21 May 2008 11:16 Organisations focusing on FCR can best enhance the customer experience and increase retention.
  
• UK consumers hate offshoring News Article   Fri 2 May 2008 12:18 Consumers in the UK are strongly opposed to offshore outsourcing in both manufacturing and services, according to new research backed by the National Outsourcing Association.
  
• Customers: What they really, really want. News Article   Wed 30 Apr 2008 12:11 UK consumers are poised to voice how happy or disgruntled they are through the UK Customer Satisfaction Index from the Institute of Customer Service.
  
• Insurers' focus on customer service fuels improved CRM News Article   Mon 28 Apr 2008 10:27 Heightened competition along with more informed and demanding consumers is causing insurers worldwide to rethink their strategy
  
• First Call Resolution is critical News Article   Wed 9 Apr 2008 11:07 First Call Resolution (FCR) is a critical determinant of customer satisfaction.
  
• Minister Calls On RESPONSE Press Release   Wed 12 Mar 2008 15:07 Scotland Officer Minister of State, David Cairns, visits RESPONSE.
  
• Tide in UK outsourcing turns back onshore News Article   Mon 10 Mar 2008 10:46 British managers who offshored call centre work and IT services to cheaper locations like India earlier in the decade are now bringing the jobs back to the UK, a trend that could reshape the outsourcing industry.
  
• Good Customer Service in the Call Centre Leads to Successful Cross-Selling News Article   Mon 10 Mar 2008 09:07 Maritz Research from the United States.