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Be careful with outbound security

One of the things we quite often do in outbound contact centres is to use some words like “before we start, I need to ask you some security questions”. But if you think about it logically – who originated the call? There is no way of the cu

How to develop leadership in the contact centre

As we know, the role of the team leader is crucial to the effective development and retention of talented front-line agents.  Whilst the remit of the ‘leader’ role will vary depending upon the size of the organisation, there are some consistent

Social Media Survey results

We recently asked you about how social media is used in your contact centre. The results show that Social Media is still very small and most people are not using much technology to support it.  It is also still in the hands of the marketing departme

Webinar: Staffing Challenges & Strategies for Smaller Contact Centres

Small to medium size operations (up to 100 agents) represent the vast majority of call centres in the UK and elsewhere.  Join us on Thursday 9th February 2012 at 1.00 pm for this interactive webinar on Challenges and Strategies for Small/Medium Siz

Vodafone outsources over 200 call centre jobs

Vodafone have announced a partnership that will see the transfer of 207 job roles to Teleperformance. The transfer of three of Vodafone’s specialist operations teams to Teleperformance will mean continuous employment for these individuals with

Welsh contact centre awarded Investors in People

Connect Assist, a growing social enterprise which emerged from a charity, has been awarded the Investors in People (IIP) Bronze standard. Connect Assist runs professional helplines and web systems for charities and organisations that help people make

Take an online survey – Customer Campaigns

How effective are you at setting up customer campaigns? Infinity CCS is conducting research to find out how quickly and efficiently contact centres set up and manage new customer projects.  Read on to take part in the survey. Infinity CCS is keen to

Lord Mayor visits Birmingham contact centre

Birmingham Lord Mayor Cllr Anita Ward has recently visited the Service Birmingham Call Centre. Cllr Ward toured the building and took the time to chat with employees as well as presenting the latest round of GEM employee recognition awards. She also

Free white paper on cloud deployment

mplsystems have issued a new white paper that looks at shaping cloud contact around your requirements and discusses considerations around security, resilience and performance.  In the past couple of years there has been a lot of talk about the clou

Core Banking Solutions

Future of Retail Banking

Mauritius Financial Services

Doing Business In Africa - Botswana - Financial Services Sector

Leading Financial ISV shortens product release cycle by outsourcing testingThe client is a leader in the investment systems software market whose customers include some of the world's most prominent financial institutions.

Oracle Customer SpotlightFounded in 1957, Empresa Tejofran de Saneamento e Serviços Ltda. (Tejofran) is a pioneer in the service outsourcing industry. Today, it has eight business units: cleaning and multiservices, security, sanitation, railroads, energy, environment, services management, and highways.

Beyond transaction processing: is outsourcing right for the financial services industry?Outsourcing is an inevitable development in the industry, a simple function of the labor market and the way economics develops.

Managing reference data risk: A best practice approachIn the rush to achieve regulatory compliance and straight-through processing (STP), have firms failed to pay sufficient attention to the risks associated with poor data quality?

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