While call centres are increasingly realising that IT strategies are vital for business, call centre IT budgets are increasingly becoming divorced from the centres themselves. Around 64 per cent of ...

Demographic matching -- even 'psychographic' matching -- is increasingly likely to be used to connect customers with a compatible agent when they speak to call centre personnel. The idea behind ...

I was struck today by an advertisement for Swiftcover.com that I saw from the train. I know customers often don't like call centres (especially offshore ones), but this advertisement seemed to be ...

This content has been selected, created and edited by the Finextra editorial team based upon its relevance and interest to our community. Contact centres are traditionally labour-intensive but, as ...

We live in a world of call centres. Employment in call centres is still rising. In B2B markets, the call centre may be as large as a consumer call centre, or as small as a few desks. Whatever size ...

Sydney - While digital technology is fast transforming the global contact centre industry, advancements in customer experiences are being slowed by people, and not the technology itself. In fact, the ...

The authors do not work for, consult, own shares in or receive funding from any company or organization that would benefit from this article, and have disclosed no relevant affiliations beyond their ...