Feb 26, 2014
Reuters has reported that household debt grew at its fastest pace since early 2008 in the fourth quarter of 2012, a possible sign that the painful process of paring back borrowing in the aftermath of the financial crisis may have run its course. While not all consumer...
Feb 26, 2014
Metrics in contact centres have fallen into an irrelevance cycle because the nature of the contact centre’s relationship with customers has changed significantly. Logically, any operations not focused on addressing the changing relationship are irrelevant – and...
Nov 15, 2013
The call centre industry is changing at a faster rate than it has for years. The introduction and widespread adoption of cloud computing, improving infrastructure, rising customer support costs against the backdrop of the global recession and the age of the connected...
Nov 1, 2013
Web chat, a tool before its time in the 90s, is making a comeback, now offering contact centres a useful alternative channel with a broad range of functionality, says Karl Reed, chief marketing and solutions officer at Elingo. When Web chat emerged in the late...
Oct 24, 2013
The effects of the global recession was keenly felt in call centres, with managers and IT under increasing pressure to lower costs, but some of the tactics may be doing more harm than good, says Jed Hewson, director of 1Stream. Staff costs are, of course, the most...
Oct 21, 2013
It’s a fact: a call centre can either be the best tool for improving customer relationships, or the thorn in the proverbial side, says Jed Hewson, director of 1Stream. After all, the contact centre is the “shop window” – it’s the first point of call when a customer...
