During the financial downturn, contact centres need to do more than just make a sale - instead they need to retain that sale and achieve customer loyalty in order to sur...
Social networking websites are the latest thing in CRM for forward-thinking businesses, but can the world of social networking really reduce customer complaints?
The recession has led to job cuts and more and more companies are outsourcing and subcontracting in order to survive the scary economic climate.
Shocking revelations show that a large number of call centre professionals are still unaware of the latest call centre software available today.
With only 40 per cent of respondents using Software Diallers tracking silent calls at campaign level, abandon and silent calls continue to be an ongoing problem.
When thinking about call centre siting and location, Northern Ireland is “cheapest for recruitment in the UK”, but that is not the only reason to set up a call centre in ...
'Customer Insight' is a process that begins with knowing and understanding what your customers want, and contact centres are advised to invest during the recession to get...
A new outsourcer on the block, VOICE grows rapidly as more companies turn to outsourcing instead of going through a costly recruitment process.
So many businesses are outsourcing offshore call centres to manage their sales and customer services, but recent reviews have deemed this as extremely risky business!
Social networking websites have made marketing, sales and customer relationship management (CRM) for businesses easier than ever, so now there really are no excuses for n...
The Telesales/Telemarketing sector has been warned that they must self-regulate or ruin the outbound industry forever.
With redundancies and job cuts leaving millions of people queuing up at the Job Centre, virtual call centres and home working could turn things around in the North of Eng...
