The Top 10 Contact Center Metrics You Should Be Monitoring “Ringing phones, incoming e-mails, never ending social media requests, live chats and non-stop complaints.” You’ll see a combination of these… read More…

5 Reasons you should consider a Cloud Contact Center Moving to the Cloud is a way of acquiring technology that will allow you to focus on your core business—not on… read More…

Accordia Click to Call Services 1st Oct 2015 Launched – Extremely excited with this new product. Received very good feedback during the beta phase. Will help any organization in capturing… read More…

Accordia CIS For Higher Education Higher education is one of the most competitive industries. It is now in a period of extraordinary change, driven by technology, globalization, and changing finances…. read More…

CIS Integration with Zendesk Released 17th April 2015 – Accordia Global has officially released it’s CIS Call Center Application support for CTI Integration with Zendesk, a cloud based Customer Service… read More…

“We’ll call you” – A case study from British Council Malaysia on how we tackled our abandonment rate problems In my dreams, the British Council contact centre in Malaysia would… read More…

5 ERGO-TIPS WHEN DESIGNING YOUR HELP DESK LAYOUT By Ruby Bayan If you’ve decided to set up a help desk from the ground up in your organization, your major challenge… read More…

Top 10 Tips For Your Call Center Agents To Improve Customer Service Sometimes customer service can get a little stale. Here are a few tips on how to freshen up… read More…

Customer service execs for government agencies By VANES DEVINDRAN vanes@thestar.com.my KUCHING: The Home Ministry has directed its 10 agencies in Sarawak to have customer service executives who can provide a… read More…

Birmingham City Council Contact Center Puts People First 25 November 2010 — From early next year, Birmingham’s one million residents will be able to call a single telephone number to… read More…

2010 Best in the Asia Pacific Contact Center Industry Named The 2010 Best in Asia Pacific, Share Ideas and Identify the Best to Present at Global Contact Center Best Practices… read More…

Sitel Named “Top Call Center and Customer Management Vendor” Global Services 100 Survey Results are in; For the Sixth Year Sitel is on the Top List Nashville, Tenn. — August… read More…