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Companies are taking a more strategic approach to their call centre operations and are no longer viewing them merely as a cost centre that services customers. Previously call centres focused heavily on cost reduction and head count, they are now looking more at service and efficiency |
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Thursday, 18 May 2006 |
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AOL said Tuesday it has done such a good job of helping its customers help themselves that it is cutting about 1,300 customer-service jobs and closing its Jacksonville, Fla., call center. |
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Monday, 15 May 2006 |
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Forty percent of employees think it's no longer possible to be as loyal to a company as in the past, with the French - at 56 percent - expressing the highest such sentiment, a recent Synovate survey has found. One in four Russians and Ukrainians have changed jobs in the past year, almost twice as many as in the other countries surveyed.
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Monday, 15 May 2006 |
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There is a phenomenal untapped labor pool in this country, a multitude of highly skilled, well-educated women based in their homes and eager to rejoin the workforce. Telework presents an opportunity for business leaders to harness this unique workforce and realize the benefits of establishing a "virtual" infrastructure to support valued customers. |
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Thursday, 04 May 2006 |
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U.S. companies that are serious about Mexico must realize it will be in their best interest to migrate their higher-end Spanish-speaking customer service work to Mexico over the long term. |
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Friday, 14 April 2006 |
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An agreement was reached Sunday night less than three hours before a threatened midnight strike between the Communications Workers of America Local 3204 and about 11,000 Cingular Wireless customer service employees in nine southeastern states, including Florida. |
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Wednesday, 29 March 2006 |
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A recent report finds that key customer-facing technologies such as voice recognition (VR), interactive voice response (IVR), call routing and customer information management can significantly lower a company’s operational expenses and improve customer satisfaction levels. For example, automating customer transactions drops the cost to $2 from $10 when handled by a live agent, and it won’t scare customers off. |
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Thursday, 23 March 2006 |
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Avon said it will lay off 600 customer service workers nationwide, 50 in Delaware. The cuts are not expected to affect Avon's face-to-face business model. |
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Thursday, 16 March 2006 |
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The state of customer service today is not good, be it over the phone or self service. Because 92% of people feel their call experience is important in shaping the image of a company, this reinforces the importance of branding the image of your companies. |
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Monday, 13 February 2006 |
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Companies will focus mainly on offering their employees added flexibility, more incentives based on performance, and earlier bonuses and salary increases this coming year. These trends will aim to bolster employee retention, as a strengthening economy will have more employees looking for new jobs in 2006. |
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Friday, 03 February 2006 |
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