Self service in contact centres is continuing to grow, driven by the convenience for customers and cost savings for the contact centre, with figures from Dimension Data showing that self-service transactions typically cost £2 compared with £17 for each human agent transaction. According to Dimension Data’s 2008 Global Contact Centre Benchmarking Report, 31 per cent…
Thanks, but no thanks – I’ll serve myselfRead More →
004 - July 2008
Consilium gets South Somerset Works mobile
South Somerset Works has replaced in-van radios with PDAs and integrated front-line operatives with back-office stock control. SSW is the contracting arm of South Somerset Homes, which maintains 14,500 homes, and has around 60 maintenance staff carrying out planned maintenance and repairs, cyclical servicing and gardening. The volume of work and number of service requests…
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Odyssey reaches 10,000 users
Interact Housing, Odyssey’s intranet solution, is now being used by over 10,000 users within social housing. Some 40 housing associations use Interact, including Affinity Housing Group, Carr-Gomm and West Kent Housing. Network Housing Group is a recent customer. Responsible for over 19,000 homes in London and the Home Counties, NHG needed to consolidate its family…
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Xmbrace reaches its century
Xmbrace, supplier of the Opti-Time workforce and appointment scheduling software, has reached its 100-customer milestone with the recent signing of the Ian Williams property maintenance company. Ian Williams is a specialist property maintenance company providing building, maintenance and refurbishment services. In order to improve services to tenants and achieve higher utilisation of its workforce, Ian…
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A predictable performance
In recent years, we have seen an exponential increase in the amount of data that organisations capture and store. Most organisations typically hold ‘structured data’ – information that is ordered and arranged by categories such as age, gender, etc – which is generally used simply to retrieve specific information rapidly, or to produce historical reports….
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Whitefriars goes to Computerland
Whitefriars Housing Group has outsourced IT support for its 500 end-users to Computerland. Whitefriars, with 17,000 homes in the Coventry, was disappointed with the service that it had received from its previous outsourcing supplier so it was looking in the long-term for a more efficient and robust service while in the short-term it needed a…
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