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Conact centre's have had a bad press in recent years but Siemens Enterprise Communications' "Listeners Report" shows that these staff are handling more complex customer requests - and they are up-skilling. The research also shows that contact centre's are critical to handling the mass of phone calls, email, SMS and other customer interactions in the Online age.
To coincide with the customer contact Call Centre Expo exhibition opening today at the Birmingham NEC, we've attached a copy of the "Listeners Report" which explores contact centre professionals' challenges and has strategic advice on contact centre management. Over 500 UK personnel were surveyed.
Highlights include:
* 45% of calls are resolved in the first instance
* Contact centre staff are loyal, typically staying for over 2 years, have over
four years ' experience, actively seek training and are keen to progress - they
represent a far more professional workforce than is generally realised
* Call centre technologies allow much wider scope for more flexible business
operations and workforces - for example, employing home or back up workers to
manage service demand during peak hours
* Only a quarter of call time is spent talking - there is a trend towards
complex data entry and administration over speaking to customers
* There are clearly IT "gaps" remaining; despite upgrades, IT slowdown is
highlighted as being the biggest drain on productivity
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