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Contact-centres.com was launched May 2005 with the mission statement of 'everything contact centres'.

Whether you are looking to outsource, seeking a new supplier, or simply to read up on the latest news and information contact-centres.com has the answers.

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The Editor

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We have an extensive news archive going back to May 2005 - Please email

 

 

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Blindingly Obvious Report - Customers prefer a Human voice!

A study by the CFI Group has concluded that "Customer Service Representatives are key to customer satisfaction, yet many customers are greeted by Interactive Voice Recognition (IVR) machines when they reach a contact centre.

Those who had to go through an IVR to speak with a CSR are much less satisfied than those who reached a CSR (69 vs. 79 respectively, a 13% differential).

additional information

email - 23rd june 2009