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19 APRIL 2014

Welcome to 

Loyalty Magazine

Loyalty Magazine reports on customer retention,loyalty schemes, rewards, affinity, CRM, call centre issues, direct and viral marketing, mobile and internet channels for both B2B and B2C enterprises. It covers all global markets and business sectors, including retail, financial services, travel and hotels, telecoms and electronic commerce.

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  Main story  
     
 
article thumbnail Wednesday, 15 January 2014

Multiple channels remain contact centre burden
Only 15 per cent of agents are able to track customers across multiple channels Read more ...

 
     

Latest feature
     
 
Can you create true loyalty with a loyalty programme?

There are a number of mistakes made by brands in designing loyalty schemes, says Jason Holland of customer engagement agency Underwired.
He highlights the fatal errors and how companies can avoid them to achieve one of the Holy Grails of customer behaviour – a habit.

Read more ...
 
     
 
Don't miss
     
   
     

 
 Latest news 
 
Month's news
 
   Most read  
 
     
 
News - Contact CentresThursday, 18 July 2013

Comment: A nation of “stall centres”

Introducing the UK's first "phone rage" Index

Having just moved house, I can relate absolutely with the reasons behind Nigel Clarke’s creation of PleasePress1.com, a website that aims to highlight the practices that lead to phone rage. Above all this means paying for the privilege of listening to endless multiple choice messages, only to arrive back where you started.
Read more ...

News - Contact CentresTuesday, 23 April 2013

BGL deploys speech recognition technology
Insurance provider rolls out call centre solution to improve customer experience
Read more ...

News - Contact CentresTuesday, 08 January 2013

Social media offering for contact centres
Solution to combine communications for Facebook Twitter, blogs and online communities
Read more ...

article thumbnail News - Contact CentresFriday, 24 August 2012

Phone remains most popular contact centre channel
Survey reveals key trends in managing new campaigns Read more ...

News - Contact CentresFriday, 22 June 2012

Loyal customers pay, newcomers call for free
One in seven homes now landline-less
Many leading banks, insurers and energy companies charging  existing customers for calls, while offering free numbers to new customers.
Read more ...

article thumbnail News - Contact CentresTuesday, 24 April 2012

Comment
What’s my line?: Contact centres should tear up their scripts to deliver effective customer service

Comment by Jim Close, UK MD at Datapoint. Read more ...

article thumbnail News - Contact CentresTuesday, 13 March 2012

Contact centres need to address changing channel preferences
Emerging market consumers more inclined to use social media for customer service Read more ...

News - Contact CentresFriday, 21 October 2011

European Call Centre & Customer Service Awards winners announced
Sage and John Lewis among winners
Read more ...

News - Contact CentresFriday, 08 July 2011

Santander brings call centres home
Third biggest UK bank finally responds to customer complaints
Banco Santander, the UK’s third biggest banking group, is to move all its call centre operations back to the UK after widespread complaints from customers.
Read more ...

News - Contact CentresTuesday, 01 February 2011

Customers – and contact centres – get poor return from self-service strategies
Global customer self-service and multichannel contact centre research results
Read more ...

News - Contact CentresThursday, 18 July 2013

Comment: A nation of “stall centres”

Introducing the UK's first "phone rage" Index

Having just moved house, I can relate absolutely with the reasons behind Nigel Clarke’s creation of PleasePress1.com, a website that aims to highlight the practices that lead to phone rage. Above all this means paying for the privilege of listening to endless multiple choice messages, only to arrive back where you started.
Read more ...

News - Contact CentresTuesday, 23 April 2013

BGL deploys speech recognition technology
Insurance provider rolls out call centre solution to improve customer experience
Read more ...

News - Contact CentresTuesday, 08 January 2013

Social media offering for contact centres
Solution to combine communications for Facebook Twitter, blogs and online communities
Read more ...

article thumbnail News - Contact CentresFriday, 24 August 2012

Phone remains most popular contact centre channel
Survey reveals key trends in managing new campaigns Read more ...

News - Contact CentresFriday, 22 June 2012

Loyal customers pay, newcomers call for free
One in seven homes now landline-less
Many leading banks, insurers and energy companies charging  existing customers for calls, while offering free numbers to new customers.
Read more ...

article thumbnail News - Contact CentresTuesday, 24 April 2012

Comment
What’s my line?: Contact centres should tear up their scripts to deliver effective customer service

Comment by Jim Close, UK MD at Datapoint. Read more ...

article thumbnail News - Contact CentresTuesday, 13 March 2012

Contact centres need to address changing channel preferences
Emerging market consumers more inclined to use social media for customer service Read more ...

News - Contact CentresFriday, 21 October 2011

European Call Centre & Customer Service Awards winners announced
Sage and John Lewis among winners
Read more ...

News - Contact CentresFriday, 08 July 2011

Santander brings call centres home
Third biggest UK bank finally responds to customer complaints
Banco Santander, the UK’s third biggest banking group, is to move all its call centre operations back to the UK after widespread complaints from customers.
Read more ...

News - Contact CentresTuesday, 01 February 2011

Customers – and contact centres – get poor return from self-service strategies
Global customer self-service and multichannel contact centre research results
Read more ...

News - Contact CentresThursday, 20 January 2011

Amex makes big cuts to customer service facilities
American Express is planning major cuts in its global customer servicing network, with the loss of around 550 jobs.
Read more ...

 
     
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