Items tagged with : Contact Centres
A Changing Landscape for CRM Outsourcing in 2011
The coming year will bring changes and growth in CRM outsourcing as several new industries begin to see it as a vital part of their operations and the...
15 November 2010 | Articles, Customer Service, Global,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,Building Customer Relationships Through Effective Service
A recent research report, commissioned by Oracle, which questioned 1,500 consumers and 250 contact centre managers, revealed a startling difference be...
07 September 2010 | Global, UK, Europe, Resources, Customer Service, Functions, Regions,Building Customer Relationships through Effective Service
Customer relationships in the UKA recent research report, commissioned by Oracle, which questioned 1,500 consumers and 250 contact centre managers, re...
15 April 2011 | Resources, Customer Service, Regions, Europe, Functions,Call Britannia
This article originally appeared in Outsource Magazine Issue #27 Spring 2012 It’s a crucial part of the UK economy – but like that economy, the cou...
05 April 2012 | Articles, IT, Customer Service, Functions Other, Europe, All Columns, UK,Customer Experience Management Summit Africa
The Customer Experience Management Summit Africa is bringing together leaders across the African customer experience industry to network and discuss b...
08 May 2012 | Events, Conferences, Customer Service, Middle East/Africa, South Africa,Does your customer service strategy include the latest user trends?
Most customer service strategies include common channels to allow contact with end users through phone, chat or web interactions. Referred to as “cont...
21 January 2011 | Articles, Customer Service, North America / Caribbean, USA, Global, All Columns, IT,Everything old is new again
The "invisible hand of the market" is the term economists use to describe the self-regulating nature of the marketplace. The invisible hand ...
22 September 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Asia/Pacific, Australia, All Columns,From Shadows to Limelight
For decades Colombia was synonymous with exports of a very unwelcome nature. Now, though, the country has big plans to establish itself as a truly com...
16 December 2010 | Articles, Latin America, Colombia, Global,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,International Contact Center Summit
Network and learn from industry leaders in operations, technology, and customer care across a variety of industries and from beyond your borders. Inte...
02 September 2011 | Events, Conferences, Customer Service, North America / Caribbean, USA,Is the Australian call centre outsourcing industry dying?
Are high salary costs, low margins and technology making it too hard to be an independent provider? The rhetorical question was posed by industry ve...
26 October 2011 | Articles, Customer Service, Asia/Pacific, Australia, 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,OPINION: Is offshoring the right solution for outsourcing?
During the last ten years we have seen an overwhelming trend to cut costs by outsourcing back office processes and software development to offshore lo...
28 July 2011 | Articles, Customer Service, Global, All Columns,Q&A: Anton Manley, HEROtsc
Earlier this year, HEROtsc's Anton Manley was acclaimed as Senior Manager of the Year at the prestigious European Call Centre and Customer Servic...
02 December 2011 | Articles, Customer Service, Europe, UK, 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,Setting Up Contact Centre’s In Emerging Markets: Our China Experience
Our client had already established a team in the market and needed to work with us to design, develop and implement a programme to be able to manage t...
15 April 2011 | Resources, Customer Service, Europe, Asia/Pacific, China, Functions, Regions,SITEL Voice Architecture
SIP Voice Architecture: What is it? And how contact center operators can save money using it. Download the SITEL Voice Architecture PDF here
08 February 2012 | Resources, Customer Service, Global,Social Media Customer Engagement
Strategic Planning Considerations For Contact Centre Organisations Download the Social Media Customer Engagement PDF here
08 February 2012 | Resources, Customer Service, Global,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
