Welcome to the European Call Centre blog.
It may not seem the most exciting (or even obvious!) subject to outsiders, but it's something that's worth commenting on for those of us who work in the industry. India and Asia Pacific have received a lot of coverage in the media and of course the US and Canada have a large visible web presence, but Europe (especially outside of the UK & Ireland) tends to be overlooked.
I hope in this blog to provide at least some insight into a very varied business and cultural environment and one where, despite press stories, call centres are actually doing very well. There is a lot of change underway in the call centre industry but that alone makes it well worth commenting on.
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Europe - despite all the media coverage to the contrary, call centres are alive and well onshore. This blog discuss the issues of working in European Call Centres and the more interesting aspects of so many cultures.
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Blog Archive
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2007
(32)
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October
(13)
- Skype, Contact Centre & Banking
- Pour le weekend - un site tres interessant
- Speech Market Share
- Offshore - why I would go for South Africa over India
- e-mail in contact centres, process driven or respo...
- For a Friday - why are contact centres so disliked?
- Call Centre to Contact Centre... or why worry abou...
- City Centre Call Centers - A European quirk?
- How Call Centers vary across Europe
- Onshore still growing - Lloyds TSB
- Technology firms, Europe and speech recognition
- On-shore Call centres in decline.... is that the w...
- An Introduction
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October
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About Me
- Alex
- I've worked for Cisco in Europe for about a year now. Prior to that I worked for a major system integrator, mostly with contact centers and with financial services companies. Even longer ago, I was with a telco and worked as a contact centre agent. All opinions in this blog are mine alone and do not represent the opinions of Cisco or any previous employer.
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About this blog
The European Contact Centre blog looks at the transition of call centres to contact centres and other major trends that I see in European contact centres.
The blog looks at all main technology vendors (especially Cisco, Avaya and Genesys) and their related partners. As I work for Cisco, obviously IP Telephony and IP Contact Centre are considerable interests of mine but that does not mean that TDM will be ignored. Similarly the offshoring of call centres will undoubtedly be a discussion topic, as will other business trends. As we see the increasing growth of networked based technology (Cisco or otherwise), the contact centre will be an increasingly strategic part of the enterprise.