News for Customer Service
Monday, July 25, 2011
Capgemini launches Social Media Management service
Capgemini has introduced a new Social Media Management service, helping companies benefit from online social interactions.
The application takes insights from social media monitoring, and makes suggestions to improve operations and redesign processes. It also offers advice customer segmentation, social CRM and multi-channel strategy.
Social media conversations can be dealt with in real time via Capgemini's onshore and offshore Customer Interaction centres.
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Tuesday, July 19, 2011
Careline Services chosen for business helpline
Careline Services has been appointed by the Government to provide the new Business Link helpline.
The updated Businesslink.gov.uk website will be the primary point of support, but the helpline will provide help to 20 per cent of small firms who are not currently online. It will include a language translation service and textphone.
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Birmingham Council Scraps Offshoring Plan
Plans to cut 55 IT jobs from Birmingham City Councils call centre, and offshore them to India have been scrapped.
Service Birmingham, a joint venture between Capita and the council, relocated 17 roles in April and planned to outsource a further 38 in August.
Now, in the face of public and media pressure, the plan has been axed.
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Monday, July 18, 2011
Aegis creates 600 call centre jobs in Manchester.
Global company back-office function provider Aegis is creating 600 jobs in Manchester.
The company’s strategy involves operating call centres onshore in the country they are serving. "Increasingly, UK companies are realising that this delivers the best levels of customer service and many are starting to reverse previous decisions to establish call centres overseas." said Aparup Sengupta, Aegis global chief executive.
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