Thomas Cook, one of the world’s leading holiday companies announces the transfer of its Falkirk contact centre to Webhelp Group, a global leader in customer experience. As part of the agreement, the 300 person operation will remain in its current premises. Continue reading Thomas Cook to partner with Webhelp at Falkirk customer contact centre →

Outsourced customer contact centre Ventrica is preparing for its busiest peak season yet in the run up to Christmas 2018. After recently winning two new contracts including a well-known luxury brand, the company will increase its workforce from 450 to 650 by the end of September, to provide customer service management across a wide range of channels from phone and web chat to social media. Continue reading Outsourced contact centre Ventrica expands its second site to meet growing demand for its services →

Transcom, the global customer experience specialist, has signed an asset transfer agreement to take over a site in Durres, Albania, currently operated by Transcom’s partner. Continue reading Transcom Holding AB strengthens nearshore capabilities by expansion to Albania →

Public sector outsourcing spend increased sharply in the first six months of 2018 despite a backdrop of Brexit uncertainty, according to the Arvato UK Outsourcing Index. Overall, £2.61 billion of outsourcing deals were signed between January and June, of which £998 million were government contracts. Continue reading Government outsourcing bounces back despite overall UK market softening →

C3|CustomerContactChannels (“C3”), an Everise Company, announces the launch of its first internally developed recruitment chatbot. Ana the Chatbot will aid in talent acquisition for C3 and was designed by the C3 Lab, following the recent partnership between Everise and Microsoft, to develop Artificial Intelligence (AI) solutions for the BPO industry. Continue reading C3|CustomerContactChannels Develops First Internally-Developed AI-Powered Chatbot to Revolutionize BPO Recruitment →