More than two fifths (41 per cent) of finance back-office processes could be automated in the next five years, a new study from global customer services provider Arvato CRM Solutions and management consulting firm A.T Kearney has found. Continue reading Half of all finance back-office processes to be automated →

Consumer Intelligence has enlisted the expertise of Bristol-based specialist outsourcer Echo Managed Services to handle its outbound mystery shopper call service. The data analytics and insight company, which works on behalf of insurance and finance providers, approached Echo with a view to embed its mystery shopper operation, which makes calls to insurance providers’ quotation lines, into a specialist contact centre environment. Continue reading Consumer Intelligence appoints Echo to handle mystery shopper brief →

Glasgow based, contact centre specialist Kura (CS) Limited and Trident Investments announce their joint venture based in Durban, South Africa. The business currently services clients in both the UK and Australia and will be called “Kura South Africa”. It employs around 100 people and has aspirations to grow substantially in the years ahead. The JV will invest significantly in both people and technology. Continue reading From Glasgow to Durban – KURA (CS) continues expansion →

Capita announces it has extended its existing contract to provide customer management services to npower until the end of 2021, in a deal worth over £40 million over three years. Continue reading Capita secures contract extension with npower →

SYKES, a leading provider of multichannel demand generation and global customer engagement services, has expanded its footprint with the launch of SYKES India’s latest customer experience centre at Mantri Cosmos Gachibowli, Hyderabad. This new site adds to two existing sites in India: one at Mindspace, Hyderabad and the other in Bengaluru. Continue reading SYKES Strengthens Presence in India as Part of Strategic Growth Plan →

Arvato CRM Solutions has been named as a Leader for the second consecutive year, in an in-depth report from research and consulting firm Everest Group. Continue reading Arvato CRM Solutions named as a Contact Centre Outsourcing Leader for the second consecutive year →