Customer Contact (incl BPO)

Banks have ‘until the summer to start treating customers better’ or else!

Martin Wheatley, managing director of the Financial Services Authority (FSA), said banks were still not "fully engaged" in providing top quality core services and were making it harder to restore public trust after being bailed out by taxpayers. "We wrote to all banks in January to encourage a more proactive approach," Wheatley said. He added […]

HP getting on the social customer bandwagon

Facebook, Twitter and other social networks have changed consumer behaviour while adding a layer of complexity to the company-customer relationship. Traditional CRM programs and architectures, designed prior to the emergence of social networks, hinder organizations from leveraging these outlets to develop strategies and create a framework for expansion. The new HP Social Enterprise Services help […]

Social media and the contact centre – the challenges and how to meet them

Social media is currently generating considerable buzz within the contact centre space as a new and very different communication channel. However, most firms are still trying to figure out how best to interact with customers via this medium. Critical themes to consider for social media deployment include: enabling social media in customer care, deploying home […]

Contact centres moving from customer service to engagement

  Companies are moving towards customer engagement from customer service and new technologies around cloud and social are becoming more critical for customer care delivery, says Frost & Sullivan Andrew Milroy, Vice President, Asia Pacific ICT Research at Frost & Sullivan said that it is critical for companies to understand customer's behaviour to drive revenue […]

Speech analytics set for lift off in contact centres

  UK contact centre industry expects close to doubling of speech analytics usage by the end of 2012 with one in eight UK contact centres expect to implement a solution within 12 months New research published by ContactBabel, the contact centre industry analysts, reveals that UK businesses expect the use of speech analytics solutions to […]

The benefits of speech analytics revealed in new book

  How to gain measurable benefit from Speech Analytics – new Best Practice Book from the Professional Planning Forum new for 2012 Edited by Paul Smedley, Chair and Founder of the Professional Planning Forum, this is an 86 page book full of top tips from practitioners as well as experts – with case studies and […]

Contact centre agent attrition rises for first time in three years

  Agent turnover up by almost a third and forecast to rise even higher over the next three years according to research authors ContactBabel New research published by ContactBabel, the contact centre industry analysts, reveals that the mean annual attrition rate for UK contact centre agents rose to 21% in 2011, from a 6-year low […]