Contact centres are the core on which many firms deliver their customer experience. The landscape has changed dramatically in recent years, and this transformation is set to continue. Traditionally ...
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Banned at Seven, Director at Twenty-One: How Ryan Shatzkamer Is Rewiring the Contact Centre Industry
IQ's Director of Technical Services has built a career on one repeating instinct: when something does not work, open it up and change it.
With increased market competition and the rise of challenger banks, traditional financial institutions must differentiate themselves by keeping, or even out-pacing, consumer demand and ever-evolving ...
NUMBER of recent raids conducted by the authorities in different cities point to the growing threat fraudulent call centres ...
Although you are likely to have dealt with both male and female call centre agents, the fact is that 71% of workers in the global call centre industry are female. Dubbed the "female ghetto" or, more ...
Dublin, May 16, 2024 (GLOBE NEWSWIRE) -- The "Contact Centre Operations Industry in South Africa" report has been added to ResearchAndMarkets.com's offering. This report on contact centre operations, ...
The pandemic is a severe stress test for the business continuity plans of global corporations. The operators of call centres are playing an important role in meeting that challenge, and it has not ...
Between QA, feedback and insight that can be inferred from things such as call duration and other meta-data, there is a large amount of measurement and analysis that can be done to monitor the quality ...
WestJet contact centre workers in Calgary have voted by 89% to join Unifor, taking an important step toward gaining a stronger voice against outsourcing and negotiating their first collective ...
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