Capita has been awarded a contract to provide BBC Audience Services for another five years, with the option to extend by a further two years, following a competitive tender process. Continue reading Broadcaster renews Capita Audience Services contract →

Firstsource Solutions, a leading, Indian-owned provider of business process management (BPM) services, has announced the company’s continued commitment to its extensive operations in the UK. Rajesh Subramaniam, CEO at Firstsource, made the announcement at the 2018 NASSCOM TechUK i2i Forum in the presence of both the UK prime minister, Theresa May, and Narendra Modi, Prime Minister of India. Continue reading Firstsource announces continued investment in UK at NASSCOM TechUK i2i Forum →

Outsourced customer service specialist, Echo Managed Services, has announced the launch of a fully flexible, outsourced customer service offering for energy companies, which allows them to ‘pick and choose’ from a range of customer contact services according to their individual requirements. Continue reading Echo Managed Services launches modular offering for energy sector →

Convergys, a global leader in customer management, has announced that it has achieved an important milestone with more than one-third of its workforce utilizing Robotic Process Automation (RPA), reducing customer handle times up to 45 percent and transaction error rates up to 98 percent. RPA uses software “robots” to perform tasks within existing applications, such as data entry or cut and paste of data across systems, to quickly respond to commonly asked questions, freeing representatives to focus on resolving customer issues more efficiently. Continue reading Convergys Accelerates Deployment of Robotic Process Automation (RPA) to More Than One-Third of its Workforce to Streamline Performance and Simplify Customer Interactions →