Latest Intelligence on IT Services

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Type Product title / description Pub Price
Expert View
Expert View

Center and agent optimization are top priorities for contact centers

Pressure to improve the efficiency and effectiveness of contact center operations is driving growth in optimization technologies. Indeed, a survey of contact center professionals has revealed that contact center and contact center agent optimization are viewed as key investment priorities over the next three years, which should bode well for professional services providers.

Published By Datamonitor
17 May 2007
CommentWire
CommentWire

Malta emerges as new nearshore contact center outsourcing destination

The emergence of new outsourcing markets continues within Europe's nearshore, and Malta is positioning itself as a location that is able to provide multilingual services across verticals. Indeed, Malta's established contact center sector, language capabilities and its open business environment and incentives, bode well for the country's chances in this industry.

Published By Datamonitor
16 May 2007
Expert View
Expert View

Identity theft goes upmarket

UK credit reference agency Experian recently revealed that the rise it has seen in identity fraud has coincided with an increase in organized cyber crime. The agency's data has also revealed that a surprisingly large number of consumers were unaware of identity fraud committed against them until they were informed by a financial services firm, which throws up the issue of data theft reporting.

Published By Datamonitor
19 Apr 2007
Expert View
Expert View

Data security - now is the time for a UK disclosure law

There has been another security breach involving the theft of customer data, this time by the Halifax Bank, which has admitted that documents stolen from one of its employees contained data on 13,000 mortgage customers. However, unlike most of the other breaches that come to light, this case involved printed documents taken when a briefcase was stolen.

Published By Datamonitor
05 Apr 2007
Expert View
Expert View

Telecoms, media and entertainment developments set to significantly transform the landscape

Consumers are adopting technologies and services that blur the boundaries between entertainment and communication. Furthermore, research shows that, ultimately, the driving force for the adoption of technologies in the media and broadcasting sector is determined by the level of consumer demand and acceptance of new services, not by how good the technology looks.

Published By Datamonitor
22 Mar 2007
Expert View
Expert View

Speech self-service slowly leaving indelible impact on voice of customer service

Speech recognition technology is becoming increasingly prominent as a cost-cutting and value-enhancing solution for customer care and service enablement. As firms look to improve customer interaction in a cost effective manner, the technology will serve as an adjunct to offshore customer service operations.

Published By Datamonitor
13 Mar 2007
Expert View
Expert View

2007 will be one of the most challenging years in contact center outsourcing's history

Coming hot on the heels of UK bank Lloyds TSB's announcement that it is to move its contact center operations from Mumbai to the UK, a new report has revealed that contact center outsourcing providers are set to face tremendous challenges with the emergence of late-adopting vertical markets. Indeed, vendors are struggling to adapt industry-specific solutions to both new and established clients.

Published By Datamonitor
08 Mar 2007
ResearchWire
ResearchWire

Retail banking IT: increased investment driving IT spend in India

Published By Datamonitor
09 Feb 2007
CommentWire
CommentWire

Marketing services: explosive growth in UK outsourced marketing

The UK market for outsourced marketing services grew by an impressive 34% in 2005/06 to GBP164 million. However, marketing service providers (MSPs) need to beware. A survey of marketing decision makers within UK enterprises reveals that they are becoming less loyal to their marketing service provider, while 'failure to be proactive' is their most common complaint with MSPs.

Published By Datamonitor
07 Feb 2007
CommentWire
CommentWire

Standard Life: Sheila delivers customer service improvements

Standard Life has deployed a natural language voice recognition system, affectionately known as 'Sheila,' for its life and pensions business, which was developed by VeCommerce. The insurer has already been able to improve its call handling abilities with the system, demonstrating the benefits that voice technology can bring to the contact center.

Published By Datamonitor
26 Jan 2007

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