Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties



Upcoming Events






News : British Airways Chaos Blamed on ‘Greed' Over IT Outsourcing

#contactcenterworld, @british_airways

London, UK, May, 2017 -- British Airways passengers are facing a third day of disruption amid claims the chaos could have been avoided if it had not been "greedy" and outsourced IT work to India.

Computer problems grounded scores of planes over the weekend, leaving thousands stranded at airports.

BA said it intended to run a full long-haul schedule at Heathrow and a "high proportion" of its short-haul programme, and a full schedule at Gatwick.

It claimed it was making "good progress" in recovering from the worldwide IT glitch.

But passengers are still being warned to check before travelling to airports and a Heathrow spokeswoman said there was still "some disruption".

Customers have been left queuing for hours in packed terminals over the last few days and some had to bed down on terminal floors on Saturday.

Ring2 Dashboards & Wallboards Free Trial

Many complained of scant information from staff.

Experts predict BA is facing a huge compensation bill, estimated at more than £100m.

The GMB union has claimed the problems were down to BA cutting "hundreds of dedicated and loyal" IT staff and contracting the work out to India to save money.

Mick Rix, national officer for aviation at the union, said: "This could have all been avoided.

"In 2016 BA made hundreds of dedicated and loyal IT staff redundant and outsourced the work to India.

"BA have made substantial profits for a number of years, and many viewed the company's actions as just plain greedy."

The redundancies caused protests and union outrage, with BA saying at the time that it had signed a contract with India's Tata Computer Services "to be the supplier of some IT activities".

Around 200 staff were affected.

The airline has so far given little detail on the cause of the problems, only saying a "power supply issue" was to blame.

A BA spokeswoman said operations had started to return to normal by Sunday.

She said: "We operated a full schedule at Gatwick on Sunday. At Heathrow, we operated virtually all our scheduled long-haul flights, though the knock-on effects of Saturday's disruption resulted in a reduced short-haul programme."

Alex Cruz, the airline's chairman and chief executive, issued a video message on Twitter to apologise and reassure passengers about their lost luggage.

He acknowledged that it had been "a horrible time for customers" and apologised for "these very trying experiences".

#contactcenterworld, @british_airways

Posted by Veronica Silva Cusi, news correspondent

About British Airways:
Company LogoBritish Airways is a full service global airline, offering year-round low fares with an extensive global route network flying to and from centrally-located airports.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - 5 Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

Published: Thursday, June 1, 2017

Printer Friendly Version Printer friendly version

2020 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =