News Categories: In the News
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Robotic process automation – a new frontier in customer service?
As seen in IT Pro Portal Customer service has always been a key business differentiator. However, recent technological progress, greater consumer choice and eroding loyalty means the empowered customer will no longer stand for sub-standard experiences. As a result, the past few years have seen a renewed focus on the
Customer satisfaction: does your business measure up?
As published in BDaily Last month, the latest UK Customer Satisfaction Index was released. A bi-yearly national measure of customer satisfaction, the index draws on 42,500 individual customer experiences to benchmark customer sentiment among UK consumers across 13 sectors of the economy. The latest results are heartening for consumers and
Press Coverage: Q3 2017 Financial Results & Sky Deal
“Firstsource revenues go up 8.2% this quarter as the company makes $10.4m profit” Firstsource Solutions Limited have announced that they have experienced a revenue increase of 8.2% for the quarter ending December 31 2016. The company is one of the biggest private sector employers in Northern Ireland with over 1300 employees
Outsourcing industry predictions for 2017
As published in Contact Centre Club David Potter, SVP – Business Development at Firstsource Solutions discusses. In 2017, more and more businesses are putting the consumer at the heart of their organisations. In fact, a recent Gartner report has suggested that this year the majority of marketers expect customer experience to
What does 2017 have in store for the contact centre industry?
As published in Contact Centres Out with the old, in with the new: what does 2017 have in store for the contact centre industry? Rick Sturge, EVP Sales & Marketing at Firstsource Solutions discusses. For businesses, with a new year comes new business goals, and renewed focus on the latest
Firstsource’s outsourcing predictions for 2017
The sourcing world is changing fast, embracing new technology and ideas while transforming business models. 2017 will be another twelve months of evolution in the industry. Sourcingfocus.com has been asking what people predict for the industry in 2017. “Customer service has become an integral part of creating a successful brand
Taking customer satisfaction to the next level
As published in Global Telecoms Business James Eyre, VP of marketing at Firstsource Solutions, explores why customer experience is such an important part of boosting telecoms business today. When it comes to customer satisfaction, the telecoms industry has faced significant challenges in recent months. Vodafone’s breach of consumer protection laws
Customer Experience’s Call to Arms
Published in MyCustomer James Eyre, VP Marketing at Firstsource Solutions, on why customer experience is an integral part of consumer rights and how brands can give their customers the service they deserve. Monday marked the start of National Consumer Week. Now in its 27th year, the week is the climax
Customer engagement in a post channel world: how AI will revolutionise customer experience
As published in NetImperative The rise of AI opens up a whole new range of possibilities for digital self-serve. Rick Sturge, EVP Business Development at Firstsource Solutions looks at how brands can prepare for the move towards AI, particularly on mobile. We are fast moving towards a future where traditional
Firstsource sponsors Middlesbrough Centre Square Christmas lights and show
As published on NeConnected A MAGICAL Middlesbrough is in store for all as details of the annual festive programme – including the big Christmas light switch on – are announced. Centre Square will once again be a hive of activity with a fun-filled day for all ages on Sunday, November 27, thanks
