Aussies were fobbed off to online websites or unable to get through to super funds at all, a new report found.

The National Water Commission (NWC) delivered the best overall customer experience among Jamaica's major utility providers, ...

Most of us dread dealing with them, but call centres are hard to avoid as an increasingly ubiquitous aspect of modern life. However hard they try, it just seems that they can never quite get the right ...

I was only trying to order my contact lenses. A mundane task, undertaken nose-in-phone while walking somewhere, probably late, likely crossing a road, which is my preferred, death-adjacent method for ...

With increased market competition and the rise of challenger banks, traditional financial institutions must differentiate themselves by keeping, or even out-pacing, consumer demand and ever-evolving ...

Almost every sector in the UK has faced unprecedented disruption in 2020 and the finance sector is no different. In particular, businesses operating in this industry have had to overcome a series of ...

To learn more about the CNBC CFO Council, visit cnbccouncils.com/cfo Many consumers say early experiences with customer support chatbots feel more like deflection ...

In the dynamic environment of call centres, the efficient management of information can significantly enhance service delivery and customer satisfaction. Knowledge sharing technology plays a pivotal ...

NEW DELHI/MANILA – When Mae Caluya looks at the future of the Philippine outsourcing industry – one of the world’s largest – she fears executives like her are in for a rough ride. The 46-year-old ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Eir, the largest provider of fixed line telecommunications services in Ireland, has announced what is being called a “transformative” partnership with NTT Data and Genesys. Offering broadband, voice, ...

Telewest is planning to roll out new software to its customer service call centres later this year. The cable operator has selected the User Process Management Platform from London-based Corizon. The ...