30/04/2009
Jobs are under threat at one of Lincolnshire's largest call centres, it has been reported.
30/04/2009
Telecommunications providers could see their main source of income damaged if access to Voice over Internet Protocol (VoIP) services becomes possible from smartphones, it has been claimed.
30/04/2009
The government has "missed an opportunity" to deploy next-generation broadband nationwide, it has been claimed.
29/04/2009
The value of unified communications (UC) solutions can be increased by incorporating customer experience, a new study has indicated.
29/04/2009
Greater demand for senior contact centre staff is likely to be seen as a result of the economic downturn, it has been suggested.
28/04/2009
Business communications systems, software and services provide Avaya has been recognised as a pioneer in its industry by a leading research firm.
28/04/2009
The establishment of a national telephone and internet surveillance database has been ruled out by the home secretary, it has been reported.
28/04/2009
Sales of contact centre and enterprise performance management solutions continue to grow at a healthy rate despite the economic downturn, it has been reported.
27/04/2009
Up to 50 new jobs are set to be created as a telemarketing company expands in South Yorkshire, it has been reported.
27/04/2009
Many firms are still putting money into backing-up and ensuring access to their data despite the economic downturn, it has been suggested.
27/04/2009
The European Parliament has voted in favour of new rules on SMS and data roaming charges.
24/04/2009
Firms wishing to reduce staff attrition levels need to take greater care during the recruitment process, it has been suggested.
24/04/2009
Food service equipment provider Henny Penny is using Cisco unified communications (UC) to improve customer service levels, raise productivity and attract talented staff members, it has been revealed.
24/04/2009
Opportunities exist for offshore call centres committed to providing the highest levels of customer service, it has been suggested.
23/04/2009
British Gas is planning to roll out new customer feedback software following a trial period at its call centre in Cardiff.
23/04/2009
Altitude Software's Altitude Unified Desktop has been awarded a 2009 customer relationship management (CRM) excellence award.
23/04/2009
Nice Systems has launched a new session initiation protocol-based recording and enhanced virtualisation solution entitled Nice Perform 3.2.
23/04/2009
The government has announced plans to extend broadband coverage across the UK.
22/04/2009
Voice-over-Internet-Protocol (VoIP) telephony is likely to dominate the phone business of the future just as mobile handsets do at present, it has been claimed.
22/04/2009
An international air carrier has reduced its contact centre operating costs by 30 per cent after upgrading to the latest Avaya technology.
22/04/2009
UK businesses which are considering outsourcing complex marketing and advertising services may wish to enlist the help of a virtual call centre, it has been suggested.
21/04/2009
Nice Systems will again use its Annual User Conference to focus on developing new strategies to drive value in contact centres, it has reported.
21/04/2009
UK businesses will benefit from next-generation internet access as well as consumers, it has been suggested.
20/04/2009
A north-west travel call centre has been named as the best in its industry for the seventh year in succession.
20/04/2009
Hackers with the appropriate tools could theoretically hijack a phone remotely simply by sending SMS messages to it, it has been claimed.
20/04/2009
Lord Carter's Digital Britain report must set a more ambitious standard for broadband speeds in the UK, according to the results of a recent study.
17/04/2009
Businesses which invest in training schemes for their staff benefit from a higher calibre of employee, it has been reported.
17/04/2009
Call centre solutions are increasingly being integrated with discussion groups and social communities such as Twitter, Facebook and Google to improve service levels, it has been suggested.
17/04/2009
In a further boost to the Irish call centre industry, up to 250 new jobs are to be created in County Cork, it has been reported.
16/04/2009
Voice-over Internet Protocol (VoIP) has the potential to save businesses money on their telephony costs, it has been reported.
16/04/2009
Firms will continue to invest in cloud computing technologies as 2009 progresses, it has been suggested.
16/04/2009
A leading high street insurer has outlined plans to take on a raft of new call centre employees in East Anglia, it has been reported.
15/04/2009
Customer experience analytics (CEA) and desktop analytics (DA) are making positive contributions to contact centres and their customers, it has been claimed.
15/04/2009
The contact centre function is undervalued by most business leaders, despite its crucial nature, it has been suggested.
15/04/2009
Many of the 1,000 virtual call centre jobs to be created in the UK by US firm Arise Virtual Solutions will be located in and around Leeds, it has been suggested.
15/04/2009
Businesses with customer service operations can use interactive voice response (IVR) technology to streamline a number of processes, it has been claimed.
15/04/2009
Advanced speech-enabled, self-serve interactive voice response (IVR) systems are increasingly replacing existing dual-tone multi-frequency equivalents, it is claimed.
14/04/2009
Avaya believes the global economic downturn will boost demand for virtual call centre services as firms bid to reduce their outgoings.
14/04/2009
West Sussex County Council's contact centre has been recognised for its commitment to building great customer experience.
14/04/2009
Wakefield Council is set to invest over £3 million in an Internet Protocol (IP)-based unified communications infrastructure, it has been announced.
09/04/2009
British Gas has announced it is implementing a new call monitoring service to improve client retention.
08/04/2009
Businesses which operate in telemarketing need to ensure their customer service calls are done with the right attitude, according to an industry expert.
08/04/2009
Employers are increasingly looking to staff training to help them survive the economic downturn, a new study suggests.
08/04/2009
Businesses across the UK have to watch costs and hold tight, according to Smallbusiness.co.uk.
07/04/2009
The majority of companies can benefit from flexible working, according to Work Wise UK.
07/04/2009
A UK travel firm has announced it is looking for new additional staff for its East Anglia call centre, it has been reported.
06/04/2009
The use of mobile VoIP services is being held back by restrictions placed on applications, it has been suggested.
06/04/2009
The value of customer service contact centres is undervalued by many business leaders, according to the latest research.
03/04/2009
Sitel is planning to create around 50 call centre jobs at its Globe Centre in Accrington.
03/04/2009
Traditional telephony companies such as BT will remain active in the communications market even if internet protocol (IP) technology renders standard mobile calling redundant in the future, it has been claimed.
03/04/2009
Communications service providers now accept that internet protocol (IP) technology is here to stay where mobile technology is concerned.
03/04/2009
Plantronics has launched a range of unified communications (UC) wireless headsets.
02/04/2009
The Direct Marketing Association (DMA) has told call centre managers that customers need to be treated with respect to ensure future relationships with them.
02/04/2009
Building great customer experience is crucial for firms wishing to succeed, in bad times and in good, it has been suggested.
02/04/2009
The technology industry should not be too negative about the drop in demand brought about by the recession, it has been claimed.
02/04/2009
Business telecommunications giant Avaya has launched a new contact centre solution that uses advanced Session Initiation Protocol (SIP) technology to help businesses improve customer experience.
02/04/2009
Outbound interactive voice response technology (IVR) will be "a tremendous area of growth" over the next five years, it has been claimed.
01/04/2009
Praise has been offered for a Devon call centre providing information on council services.
01/04/2009
Many contact centre firms have yet to fully comply with Treating Customer Fairly (TCF) requirements as required by the Financial Services Authority (FSA), it has been suggested.
01/04/2009
Telecoms firm Nortel has cut staff numbers at its sites in Berkshire and Northern Ireland with immediate effect.