30/06/2009
Cisco has witnessed reduced costs and improved employee retention since introducing flexible working patterns, it has been revealed.
30/06/2009
Call centre employees have been instructed to make sure they take regular breaks away form their workstation in a bid to reduce stress levels.
30/06/2009
The winners of the inaugural UK Call Centre Hero Awards 2009 have been announced, to coincide with the staging of UK Call Centre Week.
29/06/2009
The government needs to take action over the issue of silent calls, according to one Member of Parliament.
29/06/2009
Avaya call centre technology is helping businesses to "unleash powerful new opportunities", it has been claimed.
29/06/2009
Employees may be discouraged from putting in maximum effort at work if they are on performance-related contracts, it has been reported.
26/06/2009
Using outsourcing can allow businesses to concentrate on core areas of their business, it has been proposed.
26/06/2009
Avaya Voice Portal has received a "strong positive" rating in Gartner's recent MarketScope for Interactive Voice Response (IVR) Systems and Enterprise Voice Portals 2009 report.
26/06/2009
Communication managers can reduce staff attrition levels within their organisations by recognising employee stress, it has been reported.
25/06/2009
Employer-led attempts to reduce staff attrition must begin in the recruitment process, it has been suggested.
25/06/2009
Research conducted by the Professional Planning Forum (PPF) has indicated that staff attrition levels have fallen to just 23 per cent within the contact centre sector.
25/06/2009
A United Arab Emirates-based outsourcing firm has decided to upgrade its Avaya Call Centre system to a newer model.
24/06/2009
Avaya's unified communications (UC) solution has been certified for its security capabilities through the Common Criteria for IT Security Evaluation.
24/06/2009
NHS Direct has achieved certification to the Customer Contact Association (CCA) Global Standard across its 35 contact centres in England.
24/06/2009
A Scottish contact centre has taken 70 of its employees on a special day out, rewarding them for five years' loyal service.
23/06/2009
Larger businesses – potentially including call centres - are increasingly using open source customer relationship management (CRM) software in the course of their work duties, it has been suggested.
23/06/2009
Outbound contact centres should remain committed to up-selling and cross-selling, despite concerns over customers' willingness to embrace such offers, it has been suggested.
23/06/2009
Businesses and individuals in the north-east of England – long a hotbed of the UK contact centre industry – are being encouraged to enter the 2009 North-East Contact Centre Awards.
22/06/2009
Firms can improve the agent desktop and the effectiveness of employees by exposing more business processes to self-service solutions, it has been suggested.
22/06/2009
Empowering call centre employees with knowledge and responsibility can help improve customer retention rates, on expert has claimed.
22/06/2009
The wide breadth of topics covered by Lord Carter's Digital Britain report may have held it back from developing the UK communications sector, it has been suggested.
19/06/2009
North American businesses are set to continue investing in self-service technology as the recession ensues, it has been claimed.
19/06/2009
A firm which uses robots to assume the role of live customer agents is to open a sales and marketing centre in Newcastle this year, it has been reported.
18/06/2009
Irish bookmaker Paddy Power has reduced customer contact times by deploying customer interaction management tools, it says.
18/06/2009
RIAS has been named as a finalist in the Customer Care Award category at the 2009 British Insurance Awards.
18/06/2009
Insight from Interactions solutions provider NICE Systems is making its Interaction Analytics solution available in managed service format in a bid to provide users with a quick return on investment and low total cost of ownership.
17/06/2009
Media regulator Ofcom has welcomed the publication of the government's final Digital Britain report.
17/06/2009
The Digital Britain report, published by Lord Carter this week, will introduce a new broadband levy designed to fund expansion of the UK's internet infrastructure.
16/06/2009
A new fee could be introduced to support firms that would like their web connections boosted to support for Voice over Internet Protocol (VoIP) solutions.
16/06/2009
A Norwegian telecommunications firm that uses Avaya call centre technology has won a major award for its client support.
16/06/2009
Virgin Games says it is offering an average customer email response time of less than five minutes thanks to the implementation of multimedia contact centre technology.
16/06/2009
Cisco has established a new international contact centre in Egypt to serve customers in the Europe, Middle East, Africa, and emerging markets, it has been reported.
15/06/2009
A trend is emerging which is leading many companies to merge their contact centre activity with online follow-up campaigns, it has been claimed.
15/06/2009
Two leading communications providers have teamed up to create unified call centre technology solutions.
15/06/2009
Employees can work as efficiently and effectively from their homes as in the office, providing the necessary technology is in place, it has been claimed.
15/06/2009
The aim of the government's plan for universal access to broadband in the UK is to make sure that anyone who wants to use the internet can use it, it has been suggested.
15/06/2009
Communication managers need to stand out from the crowd when seeking new employment opportunities, it has been suggested.
12/06/2009
Workforce and performance management solutions firm Teleopti has revealed it has joined an initiative organised by Cisco.
12/06/2009
The reasons that businesses commonly cite for taking up voiceover internet protocol (VoIP) technology are changing, according to an expert.
11/06/2009
New research from a leading networking company has revealed that global IP traffic is set to rise dramatically in the next few years.
09/06/2009
The British Computer Society (BCS) has unveiled new guidance for firms that regularly handle the personal data of customers.
09/06/2009
A new study has claimed that the contact outsourcing industry is to continue to grow over the next few years.
08/06/2009
A leading networking firm has announced the launch of a new range of systems designed specifically for small businesses.
08/06/2009
The UK's call centre industry could be boosted by claims that a number of businesses are choosing not to move their operations offshore.
05/06/2009
Police in Scotland have warned banking consumers that a gang of scammers has been seeking to obtain personal financial information over the telephone.
05/06/2009
Voice-over Internet Protocol (VoIP) telephony is becoming the most popular way for people to communicate with each other from the home and the workplace, one commentator has claimed.
05/06/2009
Call centres may be able to reduce staff attrition by allowing employees to work more sociable hours, it has been suggested.
05/06/2009
Many call centres are turning to shared service overflows to meet the often-conflicting needs of customer service improvement and cost reduction, it has been claimed.
04/06/2009
More than eight in ten organisations in the UK are concerned about their network performance but fail to act on it due to financial cutbacks, it has been suggested.
04/06/2009
Call centres can reduce staff attrition rates and increase their bottom-line profits by looking after the health of their workers, it has been claimed.
04/06/2009
Successful call centres should be dynamic, rounded and sufficiently equipped able to meet the varying demands of customers, employees and managers, it is claimed.
03/06/2009
A new report has found that utility companies are falling behind other sectors in providing high-quality customer service.
03/06/2009
The British Columbia Ambulance Service (BCAS) has chosen to deploy Nice Inform and other Nice Systems solutions to manage emergency communications, it has announced.
03/06/2009
A new business best practice group has been formed by the founder of the Who's Who of UK Call Centres group on professional business networking site LinkedIn.com.
03/06/2009
An international air carrier has installed interactive voice response (IVR) technology to help improve customer service levels, it has been reported.
02/06/2009
Leading business communications applications, systems and services provider Avaya has acquired Agile Software NZ, the developer of the Avaya Contact Center Express solution.
02/06/2009
The call centre outsourcing industry should continue to thrive during 2009 as a number of new trends emerge, a report has indicated.
02/06/2009
Businesses can potentially retain talented employees and reduce staff attrition by allowing male employees to take paternity leave, it has been claimed.
01/06/2009
The growing contact centre industry in the north-west of England is set for another jobs boost, it has been reported.
01/06/2009
Employers can use web 2.0 technology to communicate and engage with younger workers, it has been proposed.
01/06/2009
Consumers are buying mini-note PCs (netbooks) over notebook computers because they are practical and portable, it has been claimed.