Survey rates customer satisfaction
A major UK study of customer satisfaction rates telecoms and TV operators as the worst performers, and discovers a backlash against offshoring and automated technologies, says IT Pro.
A survey of consumer attitudes to contact centre service and technologies has found the telecoms and TV provider sectors perform worst, with three companies, BT, Sky and Virgin Media included in the bottom five.
The survey of 1 000 UK adults undertaken by independent ICM Research also found contact centres located offshore are a concern, as well as companies` growing reliance on new voice-recognition and touchtone, call-waiting and routing technologies.
ME offers opportunities
Despite geopolitical tensions, economies are thriving in the Middle East, resulting in an increased focus on customer service, says Computer Business Review.
For enterprises new to competing in an open market, keeping customers loyal is vital, and a growing number of companies are beginning to understand the significance of doing so. This region presents opportunities for contact centre technology vendors.
The current fledgling contact centre technology industry in the Middle East is expected to be worth $46.1 million by the end of 2007 and is forecast to grow to $60.1 million by 2010.
Contact centres turn to IP
In an attempt to take advantage of new technology offerings, many contact centres are becoming IP-enabled, reports TMCnet.
Such a move provides benefits, including the use of common protocol; the ability to set up virtual contact centres and employ home-based agents, promoting the successful take-up and management of multimedia customer interactions, and more.
Contact Babel conducted a survey that measured the use of IP within the contact centre. The results of this survey point to this usage as happening now, instead of just a possibility for the future.
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