With customers complaining about high call volumes and long wait times for companies to resolve their issues, could customer service standards be slipping? (Illustration: CNA/Rafa Estrada) New: You ...

In 2026, contact centre leaders are being pulled in two directions at once, writes Lauren Potgieter, country manager of ...

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 ...

In the dynamic environment of call centres, the efficient management of information can significantly enhance service delivery and customer satisfaction. Knowledge sharing technology plays a pivotal ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

When Mae Caluya looks at the future of the Philippine outsourcing industry – one of the world's largest – she fears executives like her are in for a rough ride.

Rare is the company today that does not claim to be “customer-centric”. Anyone unfortunate enough to have sought assistance or redress from big business may quibble. Many interactions with customer ...

Almost every sector in the UK has faced unprecedented disruption in 2020 and the finance sector is no different. In particular, businesses operating in this industry have had to overcome a series of ...

Telewest is planning to roll out new software to its customer service call centres later this year. The cable operator has selected the User Process Management Platform from London-based Corizon. The ...

Eir, the largest provider of fixed line telecommunications services in Ireland, has announced what is being called a “transformative” partnership with NTT Data and Genesys. Offering broadband, voice, ...