Bridge news

.. But won't draft in extra staff. The call centre operation at British Airways has ground to a standstill as it attempts to cope with "many thousands" of concerned customers fearing for their Christmas and New Year flights.

As the economy takes its first faltering steps out of the recession, businesses are finding that delivering on brand promises has become more important than ever, writes Dale Smith.

Convergys, the customer service outsourcing specialist, is using text messaging to help recruit workers to its Philippines call centres.

Last week, the CMI launched its Better Managed Britain campaign, TrainingZone's Verity Gough was there to ask the burning questions. Here's what was said.

Dr Anton Franckeiss explains Employment Value Proposition, how to strengthen yours and why you should always keep your promises.

Book your place in the Living Brand Champions Conference today and enter our prize draw to win an iPod Nano with video recording.

Creating the magic of customer advocacy through service excellence delivery

Global asset managers F&C Investments achieved the highest overall score in the UK’s biggest ever call centre benchmarking exercise, conducted by independent market research company GfK Mystery Shopping.

Insurance comparison specialist Gocompare.com says it has halved its response time to customer inquiries thanks to the used of natural language email management technology from Eptica.

An IP-enabled contact centre directly linked to 172 other sites is the centrepiece of a strategy designed to transform the experience of 90,000 Glasgow Housing Association (GHA) customers.