Items tagged with : Call Centre
A perfect storm is coming for call centres
Today, call and contact centres are operated at high efficiency standards. That’s due to high costs in labour, brick and mortar and technology. We man...
08 March 2011 | Articles, Customer Service, North America / Caribbean, USA, Global, All Columns,Call Center Week
13th Annual Call Center Week: Continue the Multi-Channel Excellence Journey Off the heels of our most successful Call Center Week yet we are deligh...
01 February 2012 | Events, USA, Conferences,Call Centre & Customer Management Expo
Call Centre Customer Management Expo is Europe's no.1 exhibition and conference for customer contact and customer management solutions. It bri...
15 August 2011 | Events, Conferences, Europe, UK,Call Centre Expo
Showcasing excellence, achieving results It's time to display brilliance. Be it through a superior customer service, a highly motivated and pass...
08 September 2010 | Events, Customer Service, Europe, UK, Global,Call centre provider Garlands falls
Garlands, the largest call centre outsourcing firm in the UK’s north-east, has collapsed with the loss of over 1,100 jobs, it was announced last week....
25 May 2010 | Articles, Customer Service, Europe, UK,Denis Creighton
Denis Creighton is European CEO, Care Wholesale, for Conduit, a contact-centre provider delivering services from Ireland and the UK. He has over 25 y...
04 October 2010 | Columnists, Customer Service, Europe, Ireland, Global,Etisal International
At Etisal we understand the uniqueness of your business needs, that is why Our Call center outsourcing solutions is structured to exactly match your n...
15 November 2010 | Directory, Functions, Customer Service, Middle East/Africa, Egypt,Give me a home among the gum trees...
Give me a home among the gum treesWith lots of plum treesA sheep or two, a k-kangarooA clothesline out the back,Verandah out the frontAnd an old rocki...
09 August 2011 | Articles, IT, Customer Service, Asia/Pacific, Australia, All Columns,Handle Time...
This week, the Sourcing Sage shines a humorous light on a practice which gives an entire industry a bad name...
04 May 2012 | Articles, Customer Service, Global, All Columns,Indian prison workers in outsourcing: more questions than answers?
Last week, I was asked to comment on a report in The Guardian which highlighted a scheme in India aimed at turning inmates at a high-security prison n...
16 February 2011 | Articles, Europe, UK, South/Central Asia, India, Global, All Columns,It’s time for contact centres to get socially responsible
In today’s competitive environment and uncertain economic climate, running a modern outsourcing contact centre has to go beyond the traditional “cost-...
22 February 2011 | Articles, Customer Service, Global,Making Contact
This article originally appeared in Outsource Magazine Issue #25 Autumn 2011 The word “revolutionary” is bandied about extremely liberally, and fre...
28 September 2011 | Articles, Customer Service, Functions Other, Global, All Columns,Motivating and Incentivising Staff at Call Centres
In the current economic climate and in the face of high staff turnover, it’s now more important than ever for businesses to ensure call centre manager...
13 January 2011 | Articles, Customer Service, UK, Global,Newly emerging offshore centres move centre-stage
A consistent theme at outsourcing conferences and the topic of discussion at seminars and web forums is the rise of China and India as outsourcing pow...
17 February 2012 | Articles, Egypt, South Africa, IT, Middle East/Africa, Mexico, Latin America, Other, Europe, Global, All Columns, South/Central Asia, India, Sri Lanka, Other, Asia/Pacific, China, Other,Ofcom to crack down on silent calls
UK call centres will have to take greater precautions to prevent repeated silent calls to consumers and businesses, according to telecoms regulator Of...
04 June 2010 | Articles, Customer Service, Europe, UK,Paperless Money
This article originally appeared in Outsource Magazine Issue #23 Spring 2011 One of the most prominent areas of growth in the global outsourcing spac...
06 April 2011 | Articles, Functions Other, Global, All Columns,Q&A: Don Peppers, Peppers & Rogers
Don Peppers is one of the world's foremost authorities on customer-focused relationship management. With his business partner Martha Rogers, he i...
17 August 2010 | Articles, Customer Service, Europe, UK, North America / Caribbean, USA, Global,Sex clip outrages BPO workers
Workers in India’s BPO industry have voiced their discontent at being stereotyped as having loose sexual morals following the online publication of a ...
25 August 2010 | Articles, Finance & Accounting, IT, Customer Service, South/Central Asia, India,SmartSource
SmartSource empowers companies worldwide with a full range of CRM consulting services and Business Process Outsourcing solutions. We service our custo...
24 January 2011 | Directory, Customer Service, Lebanon,Social Issues
This article originally appeared in Outsource Magazine Issue #23 Spring 2011 Does “social” equate to more or fewer opportunities for outsourcers...
04 April 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,The Australian outsourcing journey
Outsourcing has evolved and seen a number of major changes over the last 15 years. For a long time the industry in Australia was battling negative per...
05 September 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Asia/Pacific, Australia, All Columns,The Future is Now
This article originally appeared in Outsource Magazine Issue #23 Spring 2011 Virtual Assistance and Artificial Intelligence are here for customer ser...
06 April 2011 | Articles, Customer Service, Global, All Columns,The Next Big Thing to hit call/contact centres and customer service
Predictions Over the next five years the call/contact centre industry will undergo enormous change. Consumer and business customers will no longer ha...
02 November 2010 | Articles, Customer Service, Global, All Columns,Why Santander and New Call Telecom came back to Blighty
As India teeters on the brink of double-digit inflation, Santander and New Call Telecom announce that they are bringing operations back to the UK. Whi...
25 July 2011 | Articles, Customer Service, Europe, UK, South/Central Asia, India, All Columns,Wouldn’t you increase your talk time with your customers, if you could?
Problem First off, we need to be honest with ourselves. Today’s business requires support and customer service to our clients. Based on today’s econo...
18 May 2011 | Articles, Customer Service, Global, All Columns,
Outsource magazine and the ACCA announce an exclusive partnership
