Mpathy Plus has completed its survey and report on trends in housing contact centres for 2011. The ‘Social Housing Contact Centre Survey’ identified two key trends in housing providers’ contact centre performance, both of which point to an improvement in service quality. The first is that the average duration of calls has increased from 253…
Contact centre trends report from Mpathy PlusRead More →
Customer Management
Eliminating knowledge decay in call centres
In a recent SKS survey, we found that nearly half of all call centre managers admitted customer satisfaction levels of less than 40 per cent, and our research suggests that the reason why customers are so dissatisfied can ultimately be traced back to the phenomenon we term ‘knowledge decay’. The knowledge which we refer to…
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New web solutions from Orchard
Following its acquisition of Applaud Web Solutions earlier this year (see Housing Technology, July 2011), Orchard’s portfolio now includes web-based solutions to cover content management, document management, collaboration, board extranets, corporate performance and risk management, all based on the Vestri platform originally developed by Applaud.
Better behaviour at Mosscare with Orchard
Mosscare Housing Group has completed the deployment of Orchard Information Systems’ community action system to monitor and combat anti-social behaviour (ASB). Mosscare already uses Orchard for its housing management system. Jack Ellison, neighbourhood manager, Mosscare Housing Group, said, “Mosscare had already signed up to the Respect Standard for Housing Management and trained front-line staff and…
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One Housing offers free wi-fi
One Housing Group has launched free wi-fi access in its north London head office and at selected housing schemes to give residents better access to the internet. The ‘One WiFi’ programme is starting with 15 schemes coming online during the 2011/12 financial year followed by a further 40 schemes next year. The wi-fi service is…
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Magic integration for BCHA
BCHA is using Magic Software’s iBolt integration platform to link its Salesforce.com-based Homeless Link with its Paloma housing management system running on SQL Server. BCHA has also integrated the system with its web-based SMS application so that iBolt can now send text-to-mobile and text-to-voice messages to contact staff and service users with vital updates. This…
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