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UNITED KINGDOM

Insurance industry warned: Ignore m-commerce and face being marginalised

LONDON, UK: Insurance companies that ignore m-commerce face marginalising themselves as younger generations come of purchasing age, according to Ovum.

By Published by Ovum, part of the Datamonitor group 23 Aug 2010

UNITED KINGDOM

Customer intelligence key to maximising bank profits

LONDON, UK: Creating a single, comprehensive view of the customer is the key for banks seeking to boost profits and rebuild trust in the post-credit crunch era, according to Ovum.

By Published by Ovum, Datamonitor group 2 Aug 2010

UNITED KINGDOM

Banking battle moves back to high street

LONDON, UK: Despite fears that online banking had led to the death of the local bank branch, new research, published on 20 July 2010, from Datamonitor has found that more than half of us want to use a branch and if there is investment and innovation in their networks, banks will reap rewards.

By Published by Datamonitor 23 Jul 2010

UNITED KINGDOM

Leaders grapple with tone from the top - PwC
Leaders grapple with tone from the top - PwC

Setting the right tone from the top is viewed as an increasingly important leadership skill that can make or break relationships with shareholders, employees, customers and business partners.

12 Jul 2010

UNITED KINGDOM

Ring of truth - automated phone systems top UK list of financial service frustrations
Ring of truth - automated phone systems top UK list of financial service frustrations

LONDON, UK: It's a complaint with a familiar ring to it, and now Mintel's latest research confirms that automated telephone systems are the nation's number one financial service irritation. Indeed, when asked what annoys them most about their dealings with financial services firms, over half (56%) of Brits rank automated phone systems as the number one cause of frustration. Meanwhile, overseas call centres (53%) and constant attempts to sell additional products (29%) make up the top three complaints regarding the financial services sector.

8 Jul 2010

UNITED KINGDOM

Investment in speech analytics in call centres set to double

GLOBAL: Call centre spending on speech analytics is set to double worldwide, growing from around US$95 million in 2009 to US$180 million (about R720 million to about R1.36 billion, respectively) by 2014 according to Ovum.

By Published by Ovum, part of the Datamonitor group 23 Jun 2010

UNITED KINGDOM

UK call centre group goes into administration
UK call centre group goes into administration

CJ Garland & Co Limited, trading as Garlands Call Centres, has been placed in administration and Nick Reed, director, Ian Green, partner and Steve Ellis, partner of PricewaterhouseCoopers LLP (PwC) were appointed joint administrators on 17 May 2010.

19 May 2010