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Call Centres: Where To Next?
White Papers Call centres, as a rapidly growing industry, have attracted research attention due to associated development, organisation and work practices. However, there is still much to be investigated, particularly given rapid developments in the industry...
[January 1, 1970, 0:59]
Call Centres Failing Customers And Staff
News A new benchmarking report examining the state of call centres worldwide has turned up some findings that will come as a blow to the industry and confirm what some have suspected -- call centres are worse now than ever.
[November 10, 2003, 9:20]
Call Centres Are The New E-commerce Selling Tool
News Limitations in Internet and email response times are changing the image of call centres, making them a crucial selling tool in the e-commerce environment. The Internet remains a monologue, and as the volume of customer emails increase, call centres...
[June 18, 2001, 15:49]
You Thought Call Centres Were Bad
Blog Companies are playing ping pong with e-mail enquiries, pushing them back to the Web or forcing consumers to call contact centres. With many contact centres outsourced this also has a financial aspect - companies that are paid a set amount for every...
[March 18, 2008, 9:03]
Human Factors Of Work In Call Centres
White Papers This paper details the main recommendations of an ETSI report that deals with the human factors aspects of work in call centres. The report was aimed at managers of call centres, their customers, call centre equipment and software designers and...
[January 1, 1970, 0:59]
Training And Expectations On Job Mobility In The Call Centres Sector
White Papers Analyses whether the participation of workers in general, sector-specific, and firm-specific training affects their expectations on job mobility within or outside the call centres sector. Employing data on 525 call centre agents working in eight...
[January 1, 1970, 0:59]
Pain Relief For Call Centres
White Papers It is popular in the press to portray call centres as poor - callers get frustrated when they cannot get through, or when they are met with an automated menu of incomprehensive choices. From the call centre Managers perspective then these...
[January 1, 1970, 0:59]
Workflow In Call Centres
White Papers However, productivity and return-on-investment curves have flattened for call centres operating as 'islands of automation', distinct from other business systems in the organisation. The organisation with a sophisticated customer focus which is...
[January 1, 1970, 0:59]
ID Theft Scandal Hits Outsourced Call Centres
News In the wake of concerns over data security in call centres working for overseas clients, Nasscom has decided to create a register of IT workers hired in call centres. The Australian Broadcasting Corporation (ABC) reported on Monday its TV program...
[August 17, 2005, 9:25]
BT And Avaya To Offer Hosted Call Centres
News According to Andrew Small, head of contact centres for BT Global services, the two firms plan to offer "flexible call-centre technology so customers will only pay for what they use". BT has teamed up with communications supplier Avaya to offer a...
[March 5, 2007, 10:50]
SIP Based Call Centres
White Papers This is a White paper exploring the aspects of voice over IP protocol and their application to call centres.
[January 1, 1970, 0:59]
Outsourcing From UK To Other Geographical Areas E.g Call Centres
Forum I have posted a questionnaire on my3q.com to find out consumer attitudes to companies outsourcing to other countries for example Prudential outsourcing call centres to India. I would appreciate it allot if you could answer the 19 simple questions...
[December 1, 2006, 15:27]
You Thought Call Centres Were Bad
Blog Comment A good company that actually cares about acquiring and retaining customers should really have figured this out by now, but regardless of how your company decides to support its customers (call centre, e-mail, IM etc.it should run a tight ship.
[March 28, 2008, 14:54]
You Thought Call Centres Were Bad
Blog Comment I've found very mixed results when dealing with companies support recently but overall email support tends to be better than call centre especially in IT related businesses. While I don't have hard evidence to back it up when I worked for a...
[March 25, 2008, 15:23]
Shakeout Predicted For Indian Call Centres
Talkback What is D fo Dango and I don't like being called Mr Paul the call took about an hour we hadn't got anywhere and I put the phone down, the next day I got a questionnaire from AOL I told them the service was rubbish and I would only speak with an...
[December 18, 2003, 9:54]
Sydney And London Call Centres Take Calls For Veritas
News The 80-strong Australian team took customer calls directed at the company's support centres in New York, Boston, San Francisco, Maryland, Philadelphia and Virginia, according to an internal company memo from the company's chief executive obtained...
[September 12, 2001, 12:01]
The Future Of Call Centres
News It is suggested a variety of factors will contribute to a substantial decline in UK call centres over the next two years. Critical amongst them are over capacity, economic slowdown and the maturing of the Internet as a means of customer...
[February 17, 2003, 11:40]
Accounting For Absence From Work In Australian Call Centres: Re-Enter Human Relations Theory?
White Papers Based on a survey of Australian call centre managers, this paper explores causal factors associated with absenteeism. The variables are derived from job design, high performance workplace systems and human relations theory.
[January 1, 1970, 0:59]
Shakeout Predicted For Indian Call Centres
News Research firm Datamonitor claims it is only a matter of time before the call centre market hits its first real patch of turbulence, driven by a "price war". Brian Huff, lead analyst of Datamonitor's call centre research program said: "Over the past...
[September 3, 2003, 9:30]
The Value Of Your Customer Contacts - Benefits And Challenges Of Moving Call Centres Offshore
White Papers The benefits and challenges associated with an offshore strategy are closely related to the type of work or the type of operation that is involved. This White Paper, written by IDC and sponsored by Cable & Wireless, focuses on the considerations...
[January 1, 1970, 0:59]
