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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...
This blog sometimes flirts with the idea of news, rather than just comment, and I couldn't resist this story. I saw it today in the Scotsman (though it's also more detail here in the Daily Mail). ...
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 tar...
An interesting story on Finextra that Barclays are to create over 200 new call centre jobs in Liverpool. A lot of reasons why this is interesting. One is that with the credit crunch it's good to see...
So Barclays, or at least Barclaycard, have just been fined the maximum Ofcom (the UK communications regulator) can manage for making silent outbound calls. The story is well covered here on Finextra...
I'm always suspicious of vendor surveys but this survey from SAP, reported on Finextra, rather caught my eye. It's entitled "European and Middle Eastern banks look to invest in CRM" and foc...
One blog I've been reading lately is Dr. Catriona Wallace's blog (Your Call) that covers the Asia-Pacific contact centre market. She had a good post on 24th June looking at the consumer use of channe...
After a week off sick there's been a lot to blog on. I was interested in the Finextra story "HSBC creates 250 call centre jobs". The interesting thing for me is that these are onshore jobs....
The decision of Aviva (Norwich Union) to cut 1,800 jobs is a story making most of the national press and Finextra this morning. This is on top of the restructuring announced in 2006, which would sh...
One report that's of interest to managers of customer facing operations is the annual Merchants/ Dimension Data contact centre benchmarking report. This year's has just been released for download (l...
I was very interested to see two good stories on Finextra today. The first was that around half of Facebook users want to be able to bank through Facebook. The second was that 91% of British adults h...
I'm working in San Diego this week, but over the weekend I was sent an interesting story. The BBC Radio Money Box program has been investigating the use of automated outbound calling by UK banks to c...