With increased market competition and the rise of challenger banks, traditional financial institutions must differentiate themselves by keeping, or even out-pacing, consumer demand and ever-evolving ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

In the dynamic environment of call centres, the efficient management of information can significantly enhance service delivery and customer satisfaction. Knowledge sharing technology plays a pivotal ...

We are a team of writers, experimenters and researchers providing you with the best advice with zero bias or partiality. Salesforce predicts that by 2027, 50% of customer service cases will be ...

Telewest is planning to roll out new software to its customer service call centres later this year. The cable operator has selected the User Process Management Platform from London-based Corizon. The ...

It is essential for business owners to define good customer and client service practices. While there are certain individual principles of quality customer care, there are also degrees and differences ...

Prioritising the right balance of employee engagement and technology can revolutionise customer service by creating a resilient, people-first contact centre industry The contact centre landscape today ...

Almost every sector in the UK has faced unprecedented disruption in 2020 and the finance sector is no different. In particular, businesses operating in this industry have had to overcome a series of ...

29 November 2015 · David Tudor, Service and Maintenance Director, DORMA MENA- "In the spirit of continuous improvement we have launched our state-of-the-art contact centre to further lend our ...

Lecturer in English Language and Applied Linguistics, The Open University Most of us dread dealing with them, but call centres are hard to avoid as an increasingly ubiquitous aspect of modern life.