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Contact Centre Agency of the Year: CPM

13 Dec 2011 | by Kim Benjamin

The agency has posted its best-ever growth figures and worked with a host of fresh clients as well as winning plaudits for its imaginative staff development programmes, writes Kim Benjamin.

30 under 30: the winners - Part Two

26 Jul 2010 | by Harriet Dennys

From social media superstars to data and technology powerhouses: Harriet Dennys presents winners 16 to 30 of Media Week's 30 under 30 list 2010

Contact-centre experts respond to the top five customer complaints

25 Aug 2009 | by Richard Abbott

LONDON - Contact centres come in for severe criticism, yet they provide a unique opportunity for one-to-one customer communication. We asked a panel of experts to give their responses to the top five customer complaints, and suggest how to avoid causing them in the future.

Business and government rely on call centres when crisis strikes

25 Aug 2009 | by Rob McLuhan

LONDON - When the heaviest snowfall in 18 years closed Heathrow Airport in February, British Airways was swamped with calls from holidaymakers seeking the latest travel information.

Marketing round table: outsourced contact centre bosses expect to pick up business during downturn

24 Nov 2008 | by Richard Abbott

LONDON - With brands feeling the pinch of an economic downturn, customer-service budgets are under threat. Now is the time for the outsourced contact centre industry to prove that it is more than just a secondary consideration.

Contact Centre top tips for marketers

24 Nov 2008 | by Richard Abbott

LONDON - A septet of contact centre professionals give their advice on how to get the best out of outsourcing and reveal how their companies manage to act as direct extensions of a client's brand

Marketing Report: Contact centres - Call in the specialists

29 Jul 2008

For many brands, call centres are the main point of contact with customers, but they must decide whether it is best to run their own operation or outsource the job to an agency. Rob McLuhan reports.

Marketing Report: Contact centres - Cross-channel connection

29 Jul 2008

Failing to offer access to customers via every available channel is certain to put a brand at a disadvantage. Rob McLuhan asks how communications can be integrated best to serve consumers in the most effective manner.

Marketing Report: Contact centres - The vital statistics

29 Jul 2008

The outsourced customer service facilities handled by contact centres is worth an estimated £17bn a year, and the industry employs about 592,000 contact centre agents in the UK.

HR takes the lead in harnessing employees as brand ambassadors

29 Jan 2008 | by Helen Edwards

LONDON - If employees are a marketing medium, should HR professionals have a greater say in the message to ensure that frontline staff are true brand ambassadors?

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