Articles

Items tagged with : Call 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,

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,

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,

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,

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,

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,

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 Power of Behavioural Economics

This article originally appeared in Outsource Magazine Issue #27 Spring 2012 From the shop checkout assistant who wishes you a good day whilst look...

05 April 2012 | Articles, Customer Service, Global, All Columns,