Call center Callcenter

Which service desk benchmark is most important to you?

tnn — Wed, 10 Mar 2010 15:03:54 +0000

Business performance evaluation is perhaps one of the most important business processes. Net revenue is not the only indicator of how well you company is performing. Of course, making more profits is an ultimate goal of any company and net revenue is a very important indicator. But still, there are so many other factors and […]

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Customers suffer persistent silent calls from banks, say MPs

tnn — Wed, 10 Mar 2010 16:03:37 +0000

Customers are being plagued by silent calls from banks leaving them under severe stress and anxiety, …

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Mobile giant to cut hundreds of jobs

tnn — Wed, 10 Mar 2010 17:03:30 +0000

Vodafone is to cut 375 jobs with some call centre staff being culled.The telecommunications firm pla …

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Evaluate call indicators to assess performance of your call center

tnn — Wed, 10 Mar 2010 17:03:52 +0000

The goal of any business is making profits. If you call center works inefficiently, you will probably suffer losses because of sales rate decrease. Or your customers may simply find other company because they failed to receive competent answers to their questions.

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Analyze your call center ratios to improve business performance

tnn — Wed, 10 Mar 2010 14:03:02 +0000

If you want to know roots of the problems and your weak points you need to evaluate performance of your call center by key performance indicators (KPI). Moreover, you need to establish primary and secondary KPIs, as some of them have very little impact on how your call center is doing.

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Test call center performance to improve service quality

tnn — Wed, 10 Mar 2010 14:03:22 +0000

Are you familiar with the situation when you contact call center of a certain company and you cannot have your problem solved for 20 minutes? In other word, have you ever contacted a BAD call center? Believe it or not, this is a real challenge for a caller. There can be nothing worse than an […]

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Indian outsourcer targets UK growth

tnn — Wed, 10 Mar 2010 16:03:09 +0000

Intelenet has bought two contact centres in a deal worth £45m as it aggressively targets the U …

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LiveTime extends ITSM SaaS platform to Google App Engine and Amazon EC2 Cloud

tnn — Tue, 09 Mar 2010 22:03:58 +0000

Newport Beach, CA – LiveTime Software, a leading provider of Web based ITIL 3 Service Management (ITSM) and Help Desk software, today announced new SaaS based cloud deployment options, including Google App Engine, Amazon EC2 and Rackspace Cloud. This new level of cloud support will allow Managed Service Providers to extend their offerings to include […]

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EuroCloud Brings Together UK’s Top SaaS and Cloud Vendors to Share Industry Best Practice

tnn — Tue, 09 Mar 2010 22:03:04 +0000

SAP Hosts Next EuroCloud UK Meeting, March 18th
Fast-growing EuroCloud industry forum invites ISVs to learn about the ‘Four Pillars of SaaS Success’ and share experience, knowledge and insight from the UK’s leading SaaS and Cloud providers.
London, UK – EuroCloud UK, the fast growing industry body for SaaS and Cloud vendors is holding its third meeting […]

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Outsource option needs to be considered, says report

tnn — Tue, 09 Mar 2010 21:03:05 +0000

Businesses with in-house contact centres should consider outsourcing as budgets continue to get redu …

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