NEWS
Free webinar on how to improve your company's First Call Resolution efforts, 8am 12 March 2013
This free webinar hosted by Datapoint partner, Presence Technology will cover how to properly address a customer's issue the first time they call (First Call Resolution)....
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Datapoint partner, Presence Technology, named "visionary" in Gartner 2013 report -
15 February 2013
Leading technology research organisation, Gartner, produced its 2013 report which positioned Datapoint's partner, Presence Technology, as a visionary in their market...
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Datapoint's COREcentre solution receives press coverage - 07 February 2012
We've received great coverage of our new COREcentre in the Cloud solution following its recent launch at Cloud Expo...
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Datapoint launches Katalyst COREcentre in the Cloud for Contact Optimised customer service -
25 January 2012
Customer centric organisations can now reap the benefits of a fully managed and securely hosted contact optimised contact centre, with Katalyst COREcentre in the Cloud from Datapoint...
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The psychology of interacting with call centres -
17 January 2012
Datapoint have recently comissioned leading psychologist Donna Dawson to investigate what customers think when they interact with call centres.
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Datapoint Katalyst receives industry support -
10 November 2011
The recent Datapoint Katalyst launch was a great success and we’ve received lots of positive press reviews...
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Contact Centre Decision-Makers' Guide investigates technology's role in contact centre performance -
21 October 2011
The new UK Contact Centre Decision-Makers' Guide from ContactBabel is now available for download...
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PRESS RELEASES
Presence Technology and Datapoint UK partner to power their Cloud Contact Centre solution
29 November 2012
Presence Technology, a worldwide leader in multi-channel Contact Centre solutions, and Datapoint UK, an integrator specialized in enterprise unified communications and Contact Centre technology solutions, have announced the availability of their Cloud Contact Centre in the United Kingdom. This hosted solution, focused on improving and streamlining customer service operations, uniquely addresses the evolving challenges of today’s multichannel customer service centres.
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‘Northshoring’ trend for contact centres spells positive development for UK businesses
25 July 2012
As the price of foreign operations increases and rents in the region drop, contact centres are flooding in to the north of England, in a movement being described as ‘northshoring’. The region currently plays host to 700 contact centres, up from 521 in 2004, employing around six per cent of the region’s workforce. Datapoint’s Jim Close has welcomed the migration suggesting that it is a positive step for customer service and satisfaction, businesses and the broader economy.
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Datapoint keeps businesses moving with Avaya
9 July 2012
The Bring Your Own Device (BYOD) phenomenon has the potential for real business change, bringing about new flexible models of working, but it has made for a more disparate and detached workforce, which can make team integration and collaboration difficult. For this reason, Datapoint has partnered with Avaya, to combine Datapoint’s presence, video and web conferencing, messaging and mobility unified communications (UC) with the Avaya Flare® Experience, a quick and easy user interface for easy access to real-time communications and collaboration tools. This partnership will ensure simple, instant and seamless communication between mobile devices and across all platforms.
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Marketing departments damaging the customer experience as 70 per cent of social media complaints are ignored
21 May 2012
Social media is a valuable resource that most companies fail to utilise, so say Martin Hill-Wilson of Brainfood Consulting and Jim Close, Managing Director of Datapoint. Speaking at a seminar hosted by Datapoint, Martin explained that many brands are failing to recognise social media in their customer service strategies, leaving as many as 70 per cent of complaints through these channels unanswered. Social media are for two-way dialogue with customers as well as marketing. As such organisations should look to integrate these channels into their traditional complaint resolution channels or face the consequences!
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Datapoint unveils 12-month exclusive European partnership with Knowlagent
14 May 2012
Datapoint has announced an exclusive European sales and marketing agreement with Knowlagent. The partnership will see Knowlagent’s automated intraday management tool, RightTime, combine with Datapoint's Katalyst offering to significantly reduce the time contact centre agents spend waiting to handle an interaction and ensure that remaining idle time is used more productively. With up to nine million hours a day wasted globally on agent idle time, Datapoint's UK Managing Director Jim Close is excited by the partnership's potential to achieve rapid returns for organisations, helping them to better manage resources at times of high demand and to effectively measure asset performance."...
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Tax Hotline Distinctly Cold
8 May 2012
Recently-released figures showing that the average time a caller to HMRC spends on hold has tripled over the last two years have not just frustrated people trying to sort out their taxes – Datapoint’s Gordon Young is dismayed that unacceptably long delays persist when technology can make them a thing of the past. He suggests that simply blaming staffing and budget cuts is disingenuous, instead pinpointing inefficient management of resources as the real cause. Young advocates the implementation of contact centre optimisation tools to monitor call traffic, manage distribution, and efficiently plan for fluctuating call volumes, and thus reduce waiting times...
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Datapoint Announces Matt Taylor as Group Services Director
30 April 2012
Datapoint have announced the appointment of former Easynet Professional Services head Matt Taylor as Group Services Director. Taylor’s role will see him focus on developing Datapoint’s go-to-market strategy, enhancing the company’s presence in contact centre and communications business services, and driving innovation of the Katalyst and CORECentre offerings. With customers expecting increasing integration with managed services and contact centre optimisation tools – and with unified communications set to triple by 2015 – Datapoint CEO Jim Kent sees the appointment as a coup for the company that will generate substantial momentum for its professional and managed services portfolio...
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Contact centres must wake up to the risk of security breaches, says Datapoint
27 April 2012
45 per cent of large organisations breached data protection laws in the past year, according to a survey by PwC and InfoSecurity Europe – leading to calls from Datapoint’s UK Managing Director, Jim Close, for them to take their obligations to their customers more seriously. Business leaders need to educate themselves about security risks and take decisive action to ensure that sensitive information is not lost or misused. Close highlights voice biometrics as a technological solution that can increase data security, improve customer experience, and, as a result, lead to improved ROI for organisations themselves...
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"What's my line?" - Contact centres should tear up their scripts to deliver effective customer service, says Datapoint
19 April 2012
Employment minister Chris Grayling blames offshore contact centres for poor customer service – but Datapoint’s UK Managing Director, Jim Close, thinks that focusing on geography ignores the key underlying causes of the problem. Close credits a reliance on customer service scripts with many of the frustrations customers feel about their contact centre experiences. He emphasises the need for contact centre operatives to be trained expert advisors rather than “script jockeys”, pointing to the central role to be played by technology in ensuring that the contact centre experience is effortless and stress-free regardless of its location...
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Data for sale! Are technology controls to prevent fraud in contact centres really 'adequate'? Asks Datapoint
20 March 2012
As reports emerge of Indian contact centre workers selling British customers' personal data, Datapoint questions whether the security measures currently in place are 'adequate', both abroad and at home...
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Contact centres must embrace new technology, says Datapoint
29 February 2012
Call-back apps, apps that allow customers to effectively bypass long queues in contact centres, are but one example of technology being deployed to help improve customer experience...
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