A new national study conducted by the Gantry Group LLC, Linking Customer Satisfaction & Compensation, reveals that 92% of providers of technology solutions and technology-based services have active or planned initiatives in place to align customer satisfaction metrics to employee compensation. The primary objectives for companies implementing customer-centric compensation programs are to align employee behavior [...]

Research from the Professional Planning Forum shows that only 11% of centres use advance routing options with a tactical or strategic approach. While 76% of Call Centre Resource Planners believe they have a fair or good understanding of routing options, only 37% of respondents (approximately 1 in 3) felt that they were even close to fully using [...]

Certegy have announced it will close its Middleton call center. The closure comes after a recent merged with Fidelity National Financial, Inc. 350 Certegy employees located in Middleton, will either lose their job or be offered work elsewhere. Certegy, now FNIS provides credit card, debit card and merchant card processing for more than 4,000 credit [...]

Sometimes giving good customer service doesn’t have to cost a fortune..