Join Us Linked In Twitter

Call Centre Focus

Editor's choice

27 January 2012

With the ever-growing need for more productivity, many call centres are constantly changing: processes, structures, and above all technology. This often increases fears among employees and sometimes anger. Jens Moeller discusses dealing with change in the workplace and employee resistance to change.

Call Centre Focus news

27 January 2012
UK customers are reportedly the second happiest customers in Europe and the fifth happiest in the world.
26 January 2012
Kate Lampett has been appointed as contact centre manager at Fusion Contact Centre Services, which handles over 8.4 million customer enquiries every year.
25 January 2012
Customer centric organisations can now reap the benefits of a fully managed and securely hosted contact optimised contact centre.

Editor's blog

27 January 2012

Please help us improve the products we provide for this community by filling in a really short survey.

Call Centre Focus has undergone a great deal of change over the past 18 months and we are continually evolving to improve the usefulness of the site. We understand the importance of listening to our customers, so we want to find out what is important to you and how we can improve our provision of information to help you in your role.

 Please click here for more blog posts from Claudia


Strategy & leadership

24 January 2012

Social media has fundamentally altered the way in which we communicate as marketers. If your campaign isn’t successful it could result in confusion, turning off your customers and a lot of negative publicity. But by spending a little extra time planning your online marketing strategy you will soon be reaping the benefits. Kristin Hersant shares her nine common social media marketing tips to help companies and customers alike.

For more on strategy and leadership click here

People development

26 January 2012

In every organisation, and particularly in the call centre or customer service department, it's vital to build a customer-focused culture. But what exactly does that mean and how do you do it? Sean Conrad provides us with seven tips to build a customer-focused culture. Adopt these tips in your call centre or customer service department or go a step further and apply them organisation-wide.

For more on people development click here


Technology

25 January 2012

There are few more frustrating phrases than “could you give me your account number again please” and “sorry but I can’t access your details right now, they’re on another system”. It’s no wonder people get so frustrated with call centre service. Carl Adkins discusses poorly integrated desktop systems and the benefits of a speedier and more efficient CRM.

For more on technology click here

Market insight

24 January 2012
Outsourcing specialist Vertex has been appointed by Companies to deliver support and advice to all UK companies via post, telephone and email from its 90-seat contact centre in Cardiff.
22 January 2012
Outsourced contact centre provider JourneyCall has made Angela Birchall its new support services manager.
22 January 2012
Consultantcy big-hitter Accenture has entered into an agreement to acquire Neo Metrics Analytics, a Spanish consulting firm specialising in predictive analytics.