Merchants Contact Centre Benchmarking study for 2008
One report that it always of interest to managers of customer facing operations is the annual Merchants/ Dimension Data contact centre benchmarking report.This year’s has just been released for...
View ArticleCEOs of BT, the Royal Mail and Corel discuss telephone customer service
I have tonsillitis this week and this is the first day I’ve really been able to get anything done. It also means that my post the week will be short.What I have been doing while ill is listening to the...
View ArticleHSBC creates 250 UK call centre jobs & offshore in decline
After a week off sick there’s been a lot to blog on.I was interested in the Finextra story “HSBC creates 250 call centre jobs“. The interesting thing for me is that these are onshore jobs. HSBC has...
View ArticleA Friday video – Cisco’s call centre of the future
My previous videos have been well received (see “Embedded Call Centre Video” and “For a Friday – Contact Centre, video and the call centre movie“) so I suspect that it’s time for another one. It’s also...
View ArticleChannel in Financial Services
One blog I’ve been reading lately is Dr. Catriona Wallace’s blog (Your Call) that covers the Asia-Pacific contact centre market.She had a good post on 24th June looking at the consumer use of channels...
View ArticleCisco on customer interaction – homeshoring post to follow
I was going to write an analytical and thoughtful post on homeshoring. This is the emerging trend of basing contact centre agents at home, rather than at an office or sending the work overseas. This...
View ArticleIt’s time again for the Cisco/ Dimension Data Speech Survey
I thought last week that I’d get more time to blog this week. Looks like I was wrong. I’m still planning on writing this post on homeshoring, but it may be tomorrow while I’m waiting at the airport...
View ArticleThe blog is on vacation for two weeks
I have to apologise about the frequency of posting over the last few weeks. Year end has left me very little time to blog and the posting has not been as often as I would like.This is a European blog...
View ArticleI’m back…. and there’s lots to post on but so little time!
I’m back & posting and apologies for the gap.I did feel that if I was going to have a vacation it should be a proper one by European standards. I know my US colleagues get by on only a few days per...
View ArticleCRM – a way of banks gaining business in a recession?
I’m always suspicious of vendor surveys but this survey from SAP, reported on Finextra, rather caught my eye. It’s entitled “European and Middle Eastern banks look to invest in CRM” and focuses on how...
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