Category Archives: Call Centres
On CRM and User Adoption
Triggered by a post on the usability of enterprise software, I ended up reading an article on CRM and user adoption. CRM spending is on the rise again in the US (us Europeans have been experiencing a CRM “mini” boom … Continue reading
On outsourcing your services
A consistent brand experience and high quality service usually leads to a significant decrease in customer churn, after all, a happy customer remains a customer. Some companies are finding benefits in outsourcing customer service to achieve a more consistent brand … Continue reading
On outsourced call centers
I thought that the boom in outsourcing call centres to India and other locations around the world was slowing down. Apparently that’s not the case. Avaya, the technology company, has concluded that the market keeps on growing after global research … Continue reading
