News
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Ted Chang'Ho
Advisor
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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
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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!
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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.
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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.
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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.
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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
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First Call Resolution is critical
News Article Wed 9 Apr 2008 11:07
First Call Resolution (FCR) is a critical determinant of customer satisfaction.
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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.
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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.
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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?
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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.
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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.
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New guide tackles abuse suffered by call centre staff
News Article Thu 21 Feb 2008 13:34
Great initiative introduced by the Scottish Government.
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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.
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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?