Tag Archives: call centre

Global Remote Services (GRS) reports why call centre outsourcing is undergoing radical change

PRESS RELEASE: Global Remote Services (GRS) reports why call centre outsourcing is undergoing radical change. According to industry sources, call centre outsourcing is hitting record levels in Europe, with more contracts than ever before, and by some counts volumes are ahead of those in the US as a whole. Continue reading Global Remote Services (GRS) reports why call centre outsourcing is undergoing radical change

New research from Magnetic North reveals top five call centre challenges for 2014

Contact centre managers are putting multiple customer communication channels at the top of their priority list in 2014. A survey by leading cloud-based contact centre solutions provider Magnetic North, has found that 44% see managing customer experience across multiple channels as a key challenge of the next year, while 40% are concerned about ensuring technology keeps pace with changing customer behaviour. However there are some stark differences in challenges reported between organisations using cloud-based vs. on premise contact centre solutions.  Continue reading New research from Magnetic North reveals top five call centre challenges for 2014