 Companies still aren’t properly measuring the customer experience they provide, even though they agree a good experience has a huge impact on loyalty.
 The chief executive of the institute of customer service, David Parsons, will step down next June after eight years in the role.
 The line between customer and company is becoming increasingly blurred, with consumers becoming more and more powerful contributors to a firm’s development, research has shown.
 High costs on calls to book a doctor’s appointment at health centres in Wales have led to a host of complaints and an investigation by local media.
 The writer of vampiric call centre-based opera ‘The Calling of Maisy Day’ has explained the inspiration behind his musical creation — that working in a contact centre ‘sucks the life out of’ its staff.
Coming Soon We know that you like to keep your agents entertained and motivated with lots of fun activities and nights out to celebrate successes - and we'd love you to share them. Please dig out your favourite photos of initiatives, challenges, celebrations and activites that have taken place in your centre, then attach them to an email and send to the editor. We'll put the best ones up in our new gallery to share with the whole community.
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IT services company Steria has announced a three year deal with Dorset County Council to enhance its 'Dorset Direct' customer contact centre through the provision of business analysis and consultancy.
Call transfer agency Call Connection has joined forces with car price guide provider Parker's, to launch an insurance cost-comparison service. The service, for users of offers customers a way to compare prices and purchase insurance through Call Connection's call centre..
Technology provider Noble Amcat has announced the appointment of Tim Hallam, previously group financial controller at 4imprint Group, as financial controller EMEA.
Chris O’Donoghue, formerly strategy and architecture manager for broadcaster TVNZ, has been appointed chief technology officer for TALKINGtech, global leaders in automated IVR voice messaging technology
Hosted contact centre provider NewVoiceMedia has been granted a patent for its Computer-Telephony Integration so that any call centre can implement customer-centric handling by using an 08XX number and renting the CTI service 'on-demand'.
Web self-service and email management company Eptica has launched Eptica Express, an email management solution dedicated to SMEs and very small businesses. The software works by centralising emails into one single queue.
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