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 A new kind of training could help customer service operations weather the current economic storm — by enabling managers or members of staff to deliver training themselves.
 Marylebone Cricket Club (MCC) is giving cricket fans a sporting telephone treat, with the trial of a new service.
 The adoption of self-service technology has ground to a halt and remains at a stagnant plateau, research has revealed.
 Call centres will be offered advanced CTI (Computer Telephony Integration) functionality for 40 per cent less than of the current cost if the promise of a technology alliance is upheld
 There’s hope for call centres concerned that customer focus will take a back seat as economic bedlam takes hold, with two separate reports showing higher than ever investment in the sector
 If you want more effective agents, let them take a walk. Call centre agents are restricted to their desks and unable to utilise the latest communications channels.
 The Barrows call centre for Internet services provider Ufindus has been bought by BT in a move expected to create 20 new jobs.
 Travel agents are becoming increasingly frustrated by the response time of big tour operators, an independent study reveals.
 Consumers are increasingly migrating online to try and save some much-needed cash during the credit crunch, it has been revealed.
 Australian airline Qantas is closing its call centre in London, as well as its Arizona contact centre, leading to the loss of 99 customer service jobs.
 CCF has launched the UK’s biggest ever industry-wide mystery shopping study today to find the country’s Top 50 Call Centres for Customer Service.
 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.
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