http://www.call-center-international.com The magazine with all issues for Customer Care, Service and Support en webmaster@springerfachmedien-wiesbaden.de Springer Fachmedien Wiesbaden GmbH 2010-09-10T00:00:00+01:00 60 http://www.callcenterprofi.de/img/cci_logo.gif http://www.call-center-international.com 175 55 http://www.call-center-international.com New benchmark research released by Ventana Research indicates that organizations are aware of the potential for extending the application of analytics to customer satisfaction and other business-related measures, but have a ways to go in developing relevant metrics and KPIs and providing them when both front-line agents and decision-makers need them. http://www.call-center-international.com/News/385/15469/Timely-Contact-Center-Analytics-need-to-be-improved.html 2010-09-10T00:00:00+01:00 385-15469 News Consumers are likely to show much greater loyalty to those insurance providers who demonstrate that they know who they are and can refer to all aspects of the client's history during any transaction. This is especially true among UK consumers, though the majority of their German counterparts also respond positively to a more personalized approach. http://www.call-center-international.com/News/385/15457/Insurance-customers-looking-for-more-personalized-contact-center-service.html 2010-09-09T00:00:00+01:00 385-15457 News Only 9 percent of US consumers reported that their most recent call center experience was handled by an offshore agent, down from 15 percent in 2008. According to the Call Center Satisfaction Index (CCSI) report, conducted by CFI Group, overall satisfaction with contact centers has continued to rise from 74 to 76 on a scale of 100. http://www.call-center-international.com/News/385/15422/Call-center-offshoring-to-decline-–-satisfaction-on-the-rise.html 2010-09-07T17:55:30+01:00 385-15422 News Communications services provider NextiraOne announced that they have appointed Philippe Hedde as new CEO for NextiraOne France. http://www.call-center-international.com/News/385/15446/Philippe-Hedde-named-as-new-CEO-of-NextiraOne-France.html 2010-09-09T00:00:00+01:00 385-15446 News Flemish water supply company VMW and NextiraOne have agreed on a three-year contract with possible extensions of up to a further six years for the supply with technology and services for the water supplier's contact center, data network and IP telephony system. http://www.call-center-international.com/News/385/15444/NextiraOne-wins-deal-with-Flemish-water-supplier.html 2010-09-08T00:00:00+01:00 385-15444 News CRM expert Stellar announced that Farid Jarrar has been appointed Chief Information Officer of its Asia Pacific business. Jarrar will lead and further develop Stellar's call center and business process technology strategies. http://www.call-center-international.com/News/385/15437/Stellar-appoints-Chief-Information-Officer.html 2010-09-07T00:00:00+01:00 385-15437 News Relationship management provider Convergys announced the opening of a new 139,000 square feet BPO contact center in Manila, Phillippines. http://www.call-center-international.com/News/385/15435/New-Convergys-contact-center-in-the-Phillippines.html 2010-09-07T00:00:00+01:00 385-15435 News UK outsourcer The Listening Company has joined forces with automotive manufacturer Peugeot to establish a customer contact center at its site in Tonbridge, south of London. The center is supposed to act as the first point of contact for existing and prospective Peugeot customers and manages a range of services including customer relations, recalls and brochure fulfilment. http://www.call-center-international.com/News/385/15425/UK-outsourcer-to-open-contact-center-for-Peugeot.html 2010-09-05T00:00:00+01:00 385-15425 News Bosch Communication Center (BCC) recently expanded its network by opening new locations in Brazil and Portugal on September 1, 2010. The new location in Joinville, Santa Catarina in the south of Brazil, is set to create some 150 jobs by 2010. http://www.call-center-international.com/News/385/15421/Bosch-opens-new-contact-center-in-Brazil.html 2010-09-03T13:21:31+01:00 385-15421 News IPscape, an Australian cloud-based provider of contact center technology, announced beta availability of Twitter in its multi-channel contact center technology solution. According to IPscape, tweets to a customer service Twitter account can now join voice calls, emails and SMS messages in a single communication queue into the contact center. http://www.call-center-international.com/News/385/15297/IPscape-adds-twitter-to-multi-channel-contact-center-technology.html 2010-08-27T09:35:09+01:00 385-15297 News