Legal Fraud? – DVLA Premium rate number scandal
Stuart Dorman, 8 Comments, 19th June 2013
Stuart Dorman details his shocking experience with a premium rate number scandal.
Why is the Telephone Preference Service law flouted?
Lara Doyle, 2 Comments, 19th June 2013
The Telephone Preference Service, which was established to protect consumers from nuisance calls, is being flouted. Why does the cold calling industry treat it so flippantly?
Capturing contact quality: monitoring what matters most
Justin Robbins, 2 Comments, 17th June 2013
Justin Robbins, Manager of Training and Development at ICMI outlines his best practice guidelines for implementing a quality monitoring programme.
Win a bespoke reward and recognition campaign to help engage and motivate your team
Red Letter Days For Business, 4 Comments, 14th June 2013
Call Centre has teamed up with Red Letter Days For Business to offer you this exciting opportunity. Win an experience to help engage and motivate your team.
The Philippines outsourcing industry: what I’ve learned
Rob O'Malley, 1 Comment, 12th June 2013
After 13 years of front line experience with The Philippines outsourcing industry, Rob O’Mally has taken pen to paper to put record his experiences and knowledge in writing.
Omni-channel: omnishambles or omnipresent?
Phil Cooper, 1 Comment, 11th June 2013
Phil Cooper wonders if omni-channel is nothing more than the new buzzword, or if it’s set to become the next big thing.
Sign Up & Join Our Community
- Download the latest research
- Industry reports and benchmarking
- Free email briefings every week
I agree with Ken that companies withholding their identity need to be tracked down and dealt with b ...
Lots of food for thought, thanks Nick. I get the feeling that cold calls to mobile phones may be on ...
Great article Lara. As someone who doesn't have a land line I didn't realise it was such a problem ...
Interested - we measure our FCR entirely based on the customer view !!! Challenging, but we do not a ...