31/07/2009
A new study has highlighted the extent of growth witnessed in the European VoIP market during the last four years.
31/07/2009
The majority of smartphone users would prefer to purchase a product which makes use of interactive voice response (IVR) technology, it has been suggested.
31/07/2009
Fortis Insurance Solutions has deployed email management technology to reduce costs and improve online communication service and efficiency, it has announced.
30/07/2009
Businesses can extend their customer base and save money by using virtual offices, it has been reported.
30/07/2009
Customer service technology can be used to provide call agents with the information they need to do their jobs properly and improve service levels, it has been suggested.
30/07/2009
VisitScotland, the nation's tourism agency, has significantly increased revenues since investing in a hosted customer analytics application, it has been reported.
29/07/2009
Large organisations are continuing to collaborate with systems integrators over unified communications (UC) technology deployments, it has been reported.
29/07/2009
Call centres may need to improve customer service levels and adapt if they wish to survive in the modern business world, it has been suggested.
28/07/2009
An Avaya call centre has received the prestigious honour of being named the best customer service operation in Norway.
28/07/2009
Insurance customers are increasingly choosing to select providers which offer UK-based customer call centres, it has been reported.
28/07/2009
Integrating call centre technology is crucial for organisations wanting to provide an excellent customer experience, it has been suggested.
27/07/2009
Basildon District Council has invested in new call centre technology to increase efficiencies and meet customer service level targets, it has announced.
27/07/2009
The UK should be told what to expect from the universal 2Mbps broadband access, due for completion by 2012, it has been suggested.
27/07/2009
An asset management company has successfully deployed interactive voice response (IVR) technology to boost customer service levels, it has been reported.
24/07/2009
While contact centres have continued to use recording for traditional purposes, enterprise use is also increasing, it has been reported.
24/07/2009
The global workforce optimisation market grew by 14 per cent between 2007 and 2008, according to new research from DMG Consulting.
24/07/2009
The main reason contact centres invest in call centre technology is to improve customer service levels, it has been reported.
23/07/2009
The worldwide unified communication market grew by 47 per cent in 2008 to 1.4 million worldwide, according to a new study from Infonetics Research.
23/07/2009
Call centres can make significant savings by researching the market and switching telecoms providers, according to one communication manager.
23/07/2009
Guaranteeing two megabits per second internet access in the UK by 2012 may be the immediate aim of the communications industry, but it must also do the groundwork for implementing next-generation broadband, according to Ofcom.
22/07/2009
A special Agent Broadcast Day is to be staged by the Customer Contact Association (CCA), allowing more than 50,000 customer service agents to listen to expert speeches on topical industry issues.
22/07/2009
Call Centre Technology partner Avaya has announced plans to purchase Nortel's enterprise solutions business for US$475 million (£291 million).
22/07/2009
Businesses should be preparing remote working contingency strategies to limit the risk of staff absenteeism affecting productivity, it has been suggested.
21/07/2009
The Customer Contact Association (CCA) is planning to host a major event later this year to address issues facing the customer service sector.
21/07/2009
A housing group from the south of England is launching a new initiative to improve customer service for its clients.
20/07/2009
A call centre which was established to deal with calls from Brits worried about swine flu will be quickly expanded, according to one council officer.
17/07/2009
The achievements of communication managers and other call centre professionals from around the world will be recognised in next year's Call Centre Hero Awards, it has been announced.
17/07/2009
Proactive management from call centres bosses and communication managers can help reduce staff attrition and absence rates, new research has indicated,
16/07/2009
Call Centre Technology partner firm Avaya has launched a new version of its powerful desktop application suite for customer service professionals.
16/07/2009
Businesses are investing more in employee retention schemes as they bid to reduce staff attrition, it has been reported.
16/07/2009
Leading electrical goods retailer Comet has boosted customer choice by deploying an optional phone self-service solution.
15/07/2009
The London Borough of Hillingdon has been recognised for its commitment to providing the highest standards of customer experience, winning four prestigious national awards.
15/07/2009
Outsourcers usually outperform in-house contact centres, with average speed to answer being 26 per cent lower and non-talk time ten per cent lower in outsourcing operations, a new report indicates.
15/07/2009
Tesco has improved its customer service offering by installing a customised contact centre reporting solution to extract key data from its established Cisco Unified Contact Centre infrastructure.
14/07/2009
Providing free internet use in public places could help those who cannot afford their own connection to get used to using the web, it has been suggested.
14/07/2009
International networking firm Cisco has been appointed as a strategic technology advisor to the Moroccan government.
14/07/2009
A senior technical support analyst at Eclipse Internet has been presented the Customer Hero award for England at the UK Call Centre Hero Awards 2009.
13/07/2009
Network and communication managers should be confident that VoIP installations will be a success, it has been suggested.
13/07/2009
A Call Centre Technology partner firm has been praised for developing a call recording solution which is accessible to small and medium-sized contact centres.
10/07/2009
NICE Systems has unveiled its latest Insight from Interactions solution, NICE Perform eXpress, which is designed to deliver cost-efficient call recording for regulatory compliance.
10/07/2009
Businesses can avoid making significant ITinfrastructure investments by embracing pay technology options, it has been suggested.
10/07/2009
The worst of the recession is now over, the British Chambers of Commerce (BCC) has claimed.
08/07/2009
Personalisation of interactive voice response (IVR) systems may be key to improving customer experience and boosting retention levels, it has been suggested.
08/07/2009
Businesses investing in customer relationship management (CRM) applications should seek feedback from other companies over particular products, it has been suggested.
08/07/2009
Communication managers seeking to reduce staff attrition must ensure they maximise the potential of incentive schemes, it has been suggested.
07/07/2009
First call resolution rates have been raised to over 80 per cent at Chichester District Council following an extensive programme of customer service investment, it has been revealed.
07/07/2009
Companies can embrace green IT while reducing costs, one commentator has claimed.
06/07/2009
Increased levels of information and awareness, and a drastic improvement in how they share knowledge is needed if public sector organisations are to meet carbon reduction targets, it has been claimed.
06/07/2009
A Lancashire local government department has deployed new call centre technology in a bid to reduce avoidable contact and improve customer experience.
06/07/2009
The planned UK high-speed broadband network must be both affordable and reliable, it has been claimed.
03/07/2009
Kenya is about to receive its first fibre-optic cable, facilitating high speed broadband and potentially the emergence of international contact centres in the East African nation, it has been reported.
03/07/2009
New roaming rates will be a welcome change to British holidaymakers this summer, according to Mobile-Phones.co.uk.
02/07/2009
Voice-over Internet Protocol (VoIP) conference phones are the newest innovations in the business telephony industry, it has been reported.
02/07/2009
Opportunities for talented contact centre employees continue to emerge in the UK, indicating that the sector is holding up despite the recession, it has been claimed.
01/07/2009
International telecom expense and workforce management firm Teleopti has bucked the trend of the economic downturn by reporting an increase in orders.
01/07/2009
The Scottish winners of the inaugural Call Centre Hero Awards 2009 have been announced.
01/07/2009
Global insight from interactions provider NICE Systems – a partner of Call Centre Technology – has had its leadership position in the 2009 contact centre analytics market recognised.