UK Bank and Insurance Customers Frustrated with Call Centre Service New research from has found consumers get most frustrated with their banks and insurance providers when communicating through the contact centre, affecting cross-selling and upselling opportunities and resulting in loss of customers.   The study asked a sample of UK consumers about their attitudes towards (Read the full article)

Discover how to reduce the risk and lower the cost of IVR transition This Thursday July 26, 2012 2:00 PM ET/ 11:00 AM PT PSS invites contact center managers and IT leaders to join us for a “Contact Center Transition” webinar on July 26, 2012 at 2 PM. Is your organization’s IVR system end-of-life with (Read the full article)

A recent study reveals customers hoping to get a customer service question answered via Twitter may be disappointed as the top 25 retailers, only answered an average of only 44 percent of customer tweets at all. The study reveals that most retailers are paying short shrift to quality customers who are both willing to spend (Read the full article)

Call Centers for Customer Service Survey from ICMI’s Top 50 highlights what real customers have to say about the service contact centers provide. The results may also lead to a refocus  of priorities and drive improve in performance and raise the strategic value of your contact center customer experience within the organization. The results of the poll show (Read the full article)