Here is a list of archived industry news articles.
Avaya has announced the release of it Aura solution, which it describes as "breakthrough architecture".
Leading telecommunications firm O2 has won the thinkbroadband.com gold award for customer service in a Large Internet Service Provider, largely thanks to the success of its call centre.
A new study indicates that the number of silent calls received per month has fallen from 9.6 per month in 2005 to 2.1 in 2008.
Nominations are being welcomed for a set of a prestigious awards designed to recognise the achievements of contact centres operating in the south-west of England.
Hughes Insurance, a locally-owned car insurance broker, has created 40 new customer services professionals across its network in Northern Ireland.
Unified Communications (UC) can improve the quality of business interactions by providing users with the means to integrate and control all correspondence with partners and customers, it has been stated.
UK firms could help the government reduce its annual carbon reduction target by nearly a third by switching PCs and monitors off at evenings and weekends, it has been reported.
Nations should invest in ubiquitous broadband to allow all global citizens to participate in the human network, it has been suggested.
Call centre professionals set to be made redundant on Merseyside have been offered a lifeline by a US-based virtual call centre, it has been reported.
While preventing telecommunication fraud and command-line interface from being transported around the world is necessary, international standards are not the best way to achieve this, it has been suggested.
Up to two billion people may be using mobile broadband within five years, according to a new research project.
Call centres must ensure their interactive voice response (IVR) systems work properly before they go live, in order to avoid any customer service hiccups.
The jobs of many HSBC call centre workers could be under threat, it has been reported.
The importance of understanding, strengthening and preserving existing customer relationships has never been more profound than in the current market, it has been suggested.
The future of the Voice over Internet Protocol (VoIP) industry may lie in high-definition (HD) technology, it has been claimed.
Consumers need greater protection against nuisance calls, it has been suggested.
BT has named the first 29 exchanges set to benefit from its new fibre-based super-fast broadband infrastructure.
Workforce management solutions provider Teleopti has announced plans to partner with queue management firm Q-Matic.
A local transport agency is localising its customer service operations in a bid to improve user satisfaction levels, it has been reported.
A new survey has found that small gestures from call centres can improve the happiness of customers.
Call centres which offer more family friendly policies could improve their staff retention and loyalty, according to the Institute for Employment Rights (IER).
A new study has found that companies are looking to use the internet to help cut costs across their organisation.
Call centre staff in Yorkshire are holding crunch talks with bosses to save jobs at the site, it has been reported.
O2 and IDNet have been commended for their customer service in a new survey of the broadband industry.
Telecommunications firm BT has been praised for the customer service experience provided by its employees to consumers.
A mobile phone firm has been forced to apologise after a call centre worker left him a voicemail message ridiculing his name.
Cisco has announced plans for a $100 million (£71 million) global strategic initiative focused on small business networking and communications solutions.
The government should drop plans for a database which records the population's mobile phone and internet traffic, it has been argued.
The duration of hold times experienced by customers have dramatically increased in the last four years, new research has indicated.
Contact centres may offer criminals "multiple opportunities" for identity theft, it has been claimed.
A new study has found that unified communications (UC) improve customer service levels in call centres.
Medical information call centres have largely resisted the urge to outsource customer service operations, a new report has found.
Many businesses in the UK could be losing out on custom due to a failure to invest in foreign language skills, it has been suggested.
Ninety jobs are to be created at a Preston call centre, weeks after redundancies were announced at the same site.
A new Egyptian contact centre service provider has enjoyed rapid business growth since its recent deployment of the Cisco Unified Contact Centre Enterprise solution.