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Customer service: useful or useless?
The Contact Centre of the Future
Have your call centre cake and eat it
How do you know what good service looks and sounds like to your customers? Well, they tell you every day, says Oliver Cotton. You just have to pay attention...
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Now more than ever, businesses will be concerned with holding on to their current customers. As new prospects become ever more elusive, companies will be attempting to make the most of their most lucrative market.
Vertex's consulting director Philip Michell shares his views on why measuring Average Handling Time is a poor way to manage a call centre operation.
Mark Banini, head of strategy and programme management at The Ultimate Solution Partnership (TUSP) gives his take on customer service proceedings — and even hints at a remedy or two to improve things.
Martin Hill-Wilson has a few harsh words to say about the attitude of UKplc towards customers. Here, CCF serialises his book, Memo to the Board: the customer! Prepare for some straight talking...
It’s all very well to know a new age of call centres is about to dawn, says Capgemini’s Michael Anderson, but how do you make sure you’re prepared? It may be as simple as being less random in your customer service strategy...
Call centre data security is of paramount importance to an organisation. Data security compromises hit the headlines recently, reinforcing the value of customer information. Call centre data security is of paramount importance to an organisation. 
Call centre management can be a numbers game, says Alex Blyth, but how do you know you are capturing and analysing the right measures to ensure quality? They say that what gets measured gets managed. Which is all well and good if you know what to measure.