Teleperformance hit by exposé over WFH ‘staff spying’
Contact centre giant Teleperformance, whose clients include Google, Facebook, Apple, Microsoft, Netflix, VW, Dell, HP and Philips, has been flayed…
contact centre
Call centre sector braced for Covid-19 double whammy
The contact centre industry is steeling itself for widespread disruption from the spread of coronavirus Covid-19, with companies facing a…
Call centre sector ‘perfect storm’ to hit one million jobs
Up to a million UK contact centre jobs could be wiped out due to a “perfect storm” of market conditions…
New tool claims to link ROI from marketing to final sale
The quest for joined up marketing is hard enough, attributing ROI to disparate marketing channels nigh on impossible but help…
Customer experience at risk due to ill-equipped staff
Contact centre agents might be manning the front line of brands’ customer experience efforts but the majority (60%) admit their…
Will AI sound the death knell for contact centre agents?
Unlike manufacturing robots – the industrial machines we see on automated production lines and in manufacturing facilities – service robots…
BA risks fresh row over plans to close UK call centres
British Airways is risking a new customer backlash following last weekend’s outage – which saw tens of thousands of passengers…
BT is left red-faced as air turns blue on marketing call
BT might just be regretting bringing the majority of its contact centre operations back to the UK after one British…
Finance firms losing £20m a year to call centre fraud
Every year, financial services brands in the UK are losing more than £20m each to fraudsters targeting them through contact…
Call centre sector set for growth
UK contact centre industry expects agent numbers to grow at by 6.8 per cent – nearly twice the rate of…