Category Archives: Outsourcing

Transformation success secures contract extension for Serco

PRESS RELEASE: Serco, the international services company, has secured a four year contract extension worth £20 million with the London Borough of Enfield for the provision of ICT services and related delivery programmes. This new agreement has the potential to include additional projects in areas of transformation and innovation, extending the strategic partnership until the end of September 2019. Continue reading Transformation success secures contract extension for Serco

ICMI Recognizes Callzilla as a 2014 Global Contact Center Award Finalist for Best Outsourcing Partnership

PRESS RELEASE: Following a highly competitive application process, the International Customer Management Institute (ICMI) selected Callzilla, the leader in Hispanic Customer Engagement and their client, Rosetta Stone, as a finalist for Best Contact Center Outsourcing Partnership award category. Winners will be announced at the Annual Global Contact Center Awards Dinner on May 7th in San Diego. The evening’s award festivities are sponsored by Voiance, iQor and HireIQ. Continue reading ICMI Recognizes Callzilla as a 2014 Global Contact Center Award Finalist for Best Outsourcing Partnership

ChatBee Live Chat Service Shakes Up the Market by Launching Pay Per Chat Service

PRESS RELEASE: ChatBee Live Chat Outsourcing Service are pleased to introduce the innovative Pay per Chat Service designed to help even the smallest of businesses benefit from live chat service. The importance of conversion rates for small businesses cannot be neglected and ChatBee can help in increasing them significantly. Continue reading ChatBee Live Chat Service Shakes Up the Market by Launching Pay Per Chat Service

Extended Echo Contact Centre Analytics Programme Helps Outsourcing Clients Secure Improved Customer Contact Outcomes

PRESS RELEASE: With improving economic conditions leading to increased demand for UK outsourced contact centre services, Echo Managed Services has differentiated itself by supporting client programmes with a full portfolio of analytics-driven, multi-channel customer contact services. By carefully analysing factors such as contact channel preferences, customer responsiveness, demographics and the type of interaction, Echo’s team can provide clients with in-depth insight into their campaign effectiveness and ongoing performance against KPIs. Continue reading Extended Echo Contact Centre Analytics Programme Helps Outsourcing Clients Secure Improved Customer Contact Outcomes

Outsourcing is being transformed by the digital revolution

PRESS RELEASE: Just as the digital revolution continues to change the ground rules in customer engagement, it is also changing the shape and scope of customer management outsourcing. This is the key finding in a new Serco and Ember Services whitepaper which suggests a seismic shift is taking place in the perception of what outsourcing can deliver, how it needs to be contracted and how it should be assessed. Continue reading Outsourcing is being transformed by the digital revolution