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The BBC News website had a great article last week on the slow but steady decline of Instant Messaging. It was not so long ago that Instant Messaging (IM) was seen as the tool that would replace e-...
It's always sad to see job losses on this scale and (if it's correct) the Finextra calculation that Royal Bank of Scotland has cut 22,600 jobs since the crisis began, helps provide an indication of th...
An interesting story about Bank Leumi on Finextra just before Christmas. It seems that Bank Leumi will be using voice biometrics for password re-sets for online banking. There are a couple of intere...
Never one to post only on up to the minute stories, the blog was quite interested in the Finextra report a fortnight ago on "man in the middle" fraud in call centres. I just haven't had a ...
I wrote yesterday on the problems the Commonwealth Bank of Australia was having with a phishing attack that caused customers to call a fake contact centre that impersonated the bank's centre and captu...
I normally focus the blog on Europe, but this story from Australia shows a very alarming new level of fraud. In this case fraudsters have targeted Commonwealth Bank of Australia customers with a fake ...
A piece of good news reported on CCF, "AXA to create 600 jobs". I was particularly interested to see that these jobs are onshore in the UK. The blog has looked at Axa contact centres befor...
I seem to hear the sound of a stable door being shut, and long after the horse has bolted. The FSA seems finally to have realised that offshore call centres can constitute a risk in financial service...
An interesting story on Finextra that Sallie Mae is looking to bring back onshore around 2,000 jobs. It's a trend that so far in Europe has been primarily associated with customer service. I've cov...
It's always sad to see bad news on jobs and HSBC's announcement last week was no exception. The BBC report is that while the bank says that 1,200 jobs are at risk, the unions are talking about up to ...
I appreciate the BBC Radio's weekly personal finance program 'Moneybox' may not be something that all of my blog readers are aware of, but this week it's been looking at speech recognition and biomet...
I know it's boring if I begin every post with a regret that I haven't had much time to blog, but it's true and it's why the posting frequency has dropped so much. The news these past few weeks has be...