The British public would rather pay more and buy British, than get cheaper goods and services produced offshore. (Read more…)

Looking to motivate your call centre? You could take a leaf out of Garland’s book and host a talent competition.

(Read more…)

Despite a whole “customer experience” bandwagon, the industry is building “slag heaps” of data and feedback rather than having a clear “best service is no service” strategy, according to a customer feedback survey.

The results show that most companies are still missing the simplest strategy to improve customer experience and consequently improve costs. (Read more…)

Average response time to email is reduced from 18 hours to 3.9 hours (Read more…)

RXP Managing Director Paul Weald today sets sail aboard the MV Oriana to run workshops and think tanks as part of the Call Centre Executive Forum. (Read more…)

Louise Delamare-Timms of Kent Police has been named the UK’s emergency services contact centre manager of the year, fighting off fierce competition from over 100 other ambulance, police and fire service contact centre managers across the UK.

The award was presented by the CCMA (Call Centre Management Association), the first time that they have included emergency services call centres within their awards. (Read more…)

Verint Systems’ quality monitoring and recording solution has been validated through the Gvalidated Application Integration initiative by Genesys. (Read more…)

Lowri Beck have officially opened their new Business Solutions Contact Centre at Westward House in Wigan.

The event opening was accompanied by the appearance of Team Captain for Wigan Warriors, Sean O’Loughlin and Wigan Athletic player Paul Scharner. (Read more…)

One of the UK’s latest travel agents, Monster Travel, will differentiate itself by the strength of its call centre team and using intelligent telephony that returns callers to their usual agent whenever possible.

(Read more…)

Avance Group has devised an innovative new reward programme for agents on its British Gas contract. Called the ‘Stepped Salary Scheme’ the programme is designed to reward high performing agents and ultimately lead to higher performance.
(Read more…)