10/03/2010
NICE Systems has deployed call centre technology to help improve service levels offered by American Airlines, it has been reported.
10/03/2010
Altitude Software has been positioned in Gartner's Magic Quadrant for Contact Centre Infrastructure, it has been announced.
05/03/2010
NICE Systems has launched a new methodology for improving collaboration between businesses and consumers via phone, email, chat, and social media.
04/03/2010
International energy provider Scottish Power has attempted to improve customer service levels by deploying a new queue-management solution.
04/03/2010
Communication managers may be able to improve sales conversion rates by increasing the amount of training provided to new starters, it has been claimed.
02/03/2010
NICE Systems saw revenues increase by 11 per cent during the final quarter of 2009, it has been reported.
02/03/2010
Business telecommunications giant Avaya has launched a new range of call centre technology solutions targeted specifically at healthcare providers.
01/03/2010
AllPoints Food Service Parts & Supplies has invested in call centre technology to improve its customer services operation.
26/02/2010
Businesses will continue to invest in call centre technology as the year progresses, it has been reported.
24/02/2010
Communication managers must ensure they commit to providing effective staff training, according to one expert.
23/02/2010
Committing to individuals' professional development can help communication managers reduce staff attrition, it has been suggested.
22/02/2010
High street store John Lewis has deployed new call centre technology in a bid to improve efficiencies and customer service levels.
15/02/2010
It is more important than ever that UK businesses have well-formed green strategies, according to one expert.
12/02/2010
CCT partner Avaya has appointed a new vice-president of its Americas International sales operation.
10/02/2010
Call centres should view each customer interaction as an opportunity to gather feedback and business intelligence, it has been suggested.
08/02/2010
Communication managers cannot afford to make business continuity anything other than a priority, it has been suggested.
04/02/2010
NICE Systems has received the Avaya Certification Award for its NICE Perform 3.2 product, it has been revealed.
04/02/2010
Businesses seeking to grow with the improving economy must work harder to retain and develop talented employees, it has been suggested.
04/02/2010
Communication managers can increase productivity, improve service levels and reduce staff attrition by successfully engaging employees.
03/02/2010
Altitude's IP Contact Centre solution has received a Best of Show Award, it has been announced.
02/02/2010
The business communications sector will see continued innovation over the next ten years, it has been suggested.
01/02/2010
International energy firm JGC Corporation is investing in new IP unified communications technology, it has been revealed.
29/01/2010
Cisco has announced plans to launch of the second I-Prize contest, an open global innovation competition.
28/01/2010
UK businesses can help improve customer service levels by investing in desktop virtualisation, it has been claimed.
28/01/2010
The way call and contact centres use performance metrics is changing within the customer contact industry, it has been suggested.
27/01/2010
Investing in Avayacall centre technology has enabled a commercial textile company to achieve a 50 per cent drop in maintenance costs, it has been reported.
27/01/2010
Altitude Software has been selected to provide call centre technology for the National Belgian Railway, it has been reported.
26/01/2010
Commercial real estate firm Mercer Oak Realty has invested in a new customer relationship management (CRM) system, it has been reported.
25/01/2010
Cisco has announced the agenda for its Networkers at Cisco Live 2010 event, which is set to take place in Barcelona this week.
25/01/2010
Avaya has announced plans to converge the BCM, Norstar, PARTNER and Integral 5 call centre technology solutions with its IP Office product.
22/01/2010
Altitude Software has unveiled a new call centre technology application designed to ensure business continuity within the customer contact environment.
22/01/2010
Communication managers with "the personal touch" are most likely to be successful in business, it has been claimed.
21/01/2010
Avaya's roadmap will help customers move forward, making the most of their call centre technology investments, the firm claims.
21/01/2010
CCT partner Teleopti has remained profitable despite the recession, it has been reported.
20/01/2010
Leading web media firm Internet Brands has invested in a new virtual contact centre suite, it has been revealed.
20/01/2010
Home working can not only help call centres reduce overhead costs, but also make them appear more professional, it has been claimed.
20/01/2010
Avaya has outlined its roadmap for the future, explaining how products and services offered by the recently-acquired Nortel Enterprise Solutions (NES) will be integrated with its existing offerings.
19/01/2010
Wessex Water has been shortlisted for the Citizens Advice Customer Service Award, it has been revealed.
19/01/2010
Contact centres which offer 24/7 customer service are most likely to see high levels of customer satisfaction, it has been reported.
18/01/2010
Duty-free retailer Dufry has used Altitude Software call centre technology to improve customer service within its global operations.
18/01/2010
Use of Voice-over Internet Protocol (VoIP) technology will increase among businesses as its benefits become more apparent.
15/01/2010
Communication managers must concentrate on making employees feel valued as the economic recovery begins, it has been suggested.
14/01/2010
Businesses cannot trick consumers into thinking they offer better customer service than they actually do, one telecommunications expert has stated.
13/01/2010
Just half of the UK workforce made it into the office on Tuesday January 5th as snow gripped the country, it has been reported.
11/01/2010
Customer service should be viewed as the primary business for all companies and organisations, one telecommunications expert has suggested.
30/12/2009
CCT partner Cisco has completed its acquisition of Starent Networks, a supplier of Internet Protocol (IP)-based mobile infrastructure solutions.
29/12/2009
Improving web-based customer service operations must be a priortiy for many businesses in the new year, it has been suggested.
24/12/2009
Business telecommunications firm Avaya has maintained a healthy balance sheet during the economic downturn, it has been claimed.
23/12/2009
Investment in technology has remained important in the small business sector during 2009, a new study indicates.
23/12/2009
Businesses help establish customer loyalty by offering small complimentary gifts to clients, it has been claimed.
22/12/2009
CCT partner Teleopti has continued its growth strategy by opening a new office in Paris.
22/12/2009
Business telecommunications firm Avaya has concluded its protracted takeover of Nortel Enterprise Solutions (NES).
18/12/2009
The shortlist for the Contact Centre Innovation Awards 2010 has been published, naming 19 customer contact firms who have delivered excellent financial results this year in difficult trading conditions.
18/12/2009
A new study has pointed to reduced staff attrition rates in the customer contact industry during 2009.
17/12/2009
Many contact centres are struggling to hire agents with the required level of IT competence, it has been suggested.
14/12/2009
The call centre workforce is becoming increasingly well-educated and intelligent, it has been reported.
09/12/2009
The Canadian minister of industry has approved Avaya's acquisition of Nortel Enterprise Solutions under the Investment Canada Act, it has been announced.
07/12/2009
Cisco has announced plans to deliver information and communications technologies to businesses in Kenya.
04/12/2009
Avaya call centre technology has been recognised in a new chart of the best solutions available on the market in 2009.
03/12/2009
Consumers are more concerned about the levels of customer service offered by banking institutions than any financial rewards they may offer, a new study has indicated.
02/12/2009
Small companies can use technology to improve their business operations, it has been claimed.
02/12/2009
Consumers may be willing to pay more for products or services where a quality customer experience is guaranteed, it has been suggested.
30/11/2009
Abtran has been named as Outsource Partner of the Year at the Call Centre Management Association Irish Contact Centre & Shared Services Awards 2009.
24/11/2009
The relationship between businesses and customers holds the key to organisations emerging from the recession in a strong position, one expert has stated.
24/11/2009
More firms have established wellbeing programmes as they attempt to improve worker morale, research has indicated.
24/11/2009
Coach and rail carrier National Express has invested in a new anti-fraud solution for its company call centre.
24/11/2009
A UK-based business outsourcing provider has been presented with a Global Excellence Award by the Customer Contact Association (CCA).
24/11/2009
Allowing home working can improve employee productivity, it has been suggested.
18/11/2009
Avaya's proposed acquisition of Nortel Enterprise Solutions has received clearance under Canadian law.
18/11/2009
Quantity of calls is no substitute for quality in outbound call centres, it has been claimed.
17/11/2009
BT Global Services has announced its commitment to the new Avaya Connect accreditation programme.
16/11/2009
New service models are needed for businesses that want to maximise the profitability of their customer relationships, it has been claimed.
13/11/2009
NICE Systems has won the Asia Pacific Frost & Sullivan Growth Strategy Leadership Award in the Call Monitoring Systems Market.
13/11/2009
IT will be vital to businesses in cutting the energy consumption of their buildings, according to Cisco.
12/11/2009
The best environment for contact centres in the UK is found in Wales, according to a new report.
11/11/2009
The advent of modern technology systems is increasingly allowing employees to work from their homes, it has been claimed.
06/11/2009
Leading Irish energy provider Bord Gais Networks has been named as the best overall contact centre of the year by the Customer Contact Association (CCA).
05/11/2009
Call and contact centres must place a greater focus on employee retention as the global economy begins to recover, it has been suggested.
05/11/2009
Call and contact centre teams can improve the efficiency of their operations by paying close attention to the needs of their customers, it has been suggested.
04/11/2009
HomeServe has achieved total savings of over £5 million following the introduction of a new call centre technologyinfrastructure, it has been reported,
04/11/2009
Avaya has unveiled two new applications designed to address urgent business and customer service needs.
03/11/2009
North-American customer care provider The Results Companies claims to have derived great benefit from the deployment of Altitude Software call centre technology.
03/11/2009
Businesses can reduce costs and improve operational efficiency by upgrading their unified communications systems, one leading technology provider has claimed.
29/10/2009
Firms seeking to ensure great customer experience should provide the facility for them to establish contact via a number of channels.
28/10/2009
Aviva Australia has implemented a new business process management (BPM) solution across its national enterprise.
28/10/2009
Business communications giant Avaya has announced plans to create a dedicated customer sales centre to serve the needs of small to medium–sized enterprises (SMEs).
27/10/2009
It is becoming increasingly important for companies to provide an integrated cross-channel customer experience, according to one communications expert.
26/10/2009
Companies which have embraced technology are suffering less as a result of the recession, according to new research.
23/10/2009
Altitude Software is helping contact centres prepare for a potential H1N1 virus pandemic this winter.
21/10/2009
The call centre has been "reborn" as a key component of businesses' customer contact strategies, it has been claimed.
21/10/2009
Retailers are increasingly recognising the potential of a multi-channel brand experience to deepen customer relationships and boost profits, it has been claimed.
21/10/2009
A new study has indicated that large amounts of customer feedback are going unread in many businesses.
19/10/2009
Contact centres are focusing on increasing customer satisfaction and reducing operating costs as the recession ensues, a new study has indicated.
16/10/2009
Communication managers should be using measurement tools to assess call centre productivity, it has been claimed.
15/10/2009
Major South American financial institution the Bank of Brazil has invested in a new large-scale interactive voice response (IVR) system, it has been announced.
14/10/2009
Altitude Software has announced the general availability of Skype for Asterisk built-in with its Altitude IP Contact Center solution.
14/10/2009
Communication managers should ensure employees take regular breaks during the working day, it has been claimed.
13/10/2009
Beijing Metro in China has chosen NICE Systems' IP video solution to enhance safety and security at the 24 stations of its new Line 15 route.
13/10/2009
Global networking giant Cisco has expanded its developers programme for businesses and individuals that create network-based applications.
13/10/2009
Avaya has announced the launch of a new virtualised unified communications solution specifically designed for businesses.
12/10/2009
Firms are set to increase their efforts to measure customer experience, according to new research.
07/10/2009
Companies seeking to raise employee morale levels to reduce staff attrition should ensure they engage with their workforce, it has been claimed.
06/10/2009
Customer service is "the vital differentiator in business today" and companies must recognise its importance, an industry expert has claimed.
05/10/2009
The need for both technical and people-based customer management solutions is increasing, the Call Centre Management Association (CCMA) has claimed.
02/10/2009
The Call Centre & Customer Management Expo 2009 has been hailed as a great success.
02/10/2009
Independent mobile retailer Phones 4U has invested in new technology to develop its sales-driven online campaigns, it has announced.
30/09/2009
Advances in networks, mobile hardware capabilities, social computing, service-oriented architecture and unified communication will help firms build and use context-enriched services, it has been claimed.
29/09/2009
CCT partner Cisco has announced plans to encourage the adoption of low carbon call centre technology.
29/09/2009
Avaya has launched a new version of Avaya IP Office, the company's flagship communications solution for small and medium-sized enterprises (SMEs).
28/09/2009
Firms are increasingly realising that maximising customer experience must be central to their contact strategy, according to a new report.
25/09/2009
Customer attrition costs UK firms £15.3 billion every year, according to a new study.
24/09/2009
Workforce management solutions provider Teleopti has joined the Cisco Technology Developer Programme.
23/09/2009
RIAS has been shortlisted in the Customer Services Initiative of the Year category at the 2009 Insurance Times Awards.
18/09/2009
Avaya has received court permission to press ahead with its purchase of Nortel's Enterprise Solutions business in North America, the Caribbean and Latin America and Asia.
18/09/2009
An unnamed international bank has placed a multi-million pound order with NICE Systems as it seeks to standardise its telephony infrastructure around the world.
17/09/2009
CCT partner Avaya has been ranked as the market leader in the fixed-mobile convergence (FMC) sector, according to a research consultancy.
17/09/2009
Customer contact operations can drive revenue by providing high service levels, it has been suggested.
16/09/2009
Small businesses are to benefit from the advent of next generation broadband, according to CCT partner firm Cisco.
16/09/2009
Call centres should be attempting to limit avoidable customer contact as they bid to improve efficiency and save both time and money, it has been suggested.
15/09/2009
Nortel's global enterprise and government solutions businesses are to be sold to CCT partner Avaya after the firm agreed to pay $900 million (£542 million) for the ownership rights.
10/09/2009
Internet Protocol (IP) contact centres take advantage of web-based working opportunities to improve customer service and reduce business costs, it has been suggested.
09/09/2009
Cisco today announced the launch of My First Network, an initiative that seeks to support small and medium business growth in Chile through the adoption of information and communication technologies (ICT).
04/09/2009
Contact centre agents can maximise their productivity by remaining alert and focused during the day, it has been reported.
03/09/2009
Communication managers can encourage team spirit and high morale levels within their sales teams by hiring the right people and keeping them engaged, it has been suggested.
03/09/2009
NICE Systems and its partner Actimize have agreed to take over financial crime prevention software solutions firm Fortent.
01/09/2009
Despite the various challenges they face, call centre executives and communication managers must make sufficient time to keep up to date with the latest developments in the contact sector, it has been suggested.
01/09/2009
The cost of hiring employees to take inbound calls can be avoided by outsourcing customer contact responsibilities, it has been suggested.
28/08/2009
While firms appear to have succeeded in reducing staff attrition and experienced few difficulties recruiting over the past year, they have suffered from budget constraints and change management demands, a study has indicated.
28/08/2009
Firms operating within the communications sector are likely to increase their use of call centre technology over the coming months and years, an expert has predicted.
27/08/2009
Ukraine International Airlines (UIA), the country's leading international carrier, has deployed the Cisco Unified Contact Centre Express solution in an attempt to better serve its passengers.
26/08/2009
Sales training can help employees maximise revenue on behalf of their employer, it has been claimed.
25/08/2009
Global drinks company Foster's Group has deployed Cisco collaboration and unified communications technology in a bid to increase productivity and drive operating efficiencies.
24/08/2009
Contact centres can make use of wikis and other dynamic online content to share knowledge and training tips, it has been suggested.
24/08/2009
Smaller companies are increasingly making the move over to Voice-over Internet Protocol (VoIP) telephony, it has been claimed.
20/08/2009
Fashion retailer Peacocks has extended its use of IT and call centre technology by investing in a next-generation e-commerce solution, it has been announced.
20/08/2009
Greater innovation is needed in the contact centre industry as the global economy begins to recover, it has been suggested.
20/08/2009
Firms in the travel sector are losing millions per year due to transaction failures brought about by increasingly complex IT systems, it has been reported.
19/08/2009
Next month will see the staging of International Contact Centre Week, in association with Contactcenterworld.com.
19/08/2009
Energy group E.ON is extending its use of workforce management technology for agent scheduling purposes within its contact centre.
14/08/2009
A new report has laid out the potential future map for the call centre industry.
13/08/2009
Switzerland-based insurance giant Allianz Suisse is now using workforce management technology to optimise the scheduling of 150 customer service centre agents.
11/08/2009
Companies investing in unified communications (UC) solutions should follow a number of simple steps to ensure a successful deployment, it has been suggested.
11/08/2009
Communication managers and other professionals working in the sector can keep up to date with the latest industry developments by visiting the Call Centre & Customer Management Expo at Birmingham's National Indoor Arena this autumn.
10/08/2009
Call recording can be used not only to ensure compliance with industry regulations, but also to help improve the customer contact offering, it has been reported.
07/08/2009
Call Centre Technology partner Cisco continued to make a significant profit during the second quarter of 2009, despite the effects of the ongoing economic downturn.
06/08/2009
Companies may be able to reduce staff attrition levels by offering employees the prospect of career advancement, it has been suggested.
05/08/2009
Cisco has enhanced its data centre portfolio in a bid to offer better protection, enhanced resilience, reduced costs and complexity for users' storage-area networks, the firm has reported.
05/08/2009
Call centres must continue to take steps to reduce staff attrition if they wish to increase their bottom-line margins, one employment expert has suggested.
04/08/2009
Call Centre Technology partner Altitude Software is making a new online tool available to help software users assess the benefits of Altitude uCI solutions, it has been announced.
31/07/2009
A new study has highlighted the extent of growth witnessed in the European VoIP market during the last four years.
30/07/2009
Businesses can extend their customer base and save money by using virtual offices, it has been reported.
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.
28/07/2009
An Avaya call centre has received the prestigious honour of being named the best customer service operation in Norway.
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
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 main reason contact centres invest in call centre technology is to improve customer service levels, it has been reported.
23/07/2009
Call centres can make significant savings by researching the market and switching telecoms providers, according to one communication manager.
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).
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.
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.
16/07/2009
Businesses are investing more in employee retention schemes as they bid to reduce staff attrition, it has been reported.
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.
14/07/2009
International networking firm Cisco has been appointed as a strategic technology advisor to the Moroccan government.
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
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.
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.
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.
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
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.
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.
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
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.
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.
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
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
Communication managers need to stand out from the crowd when seeking new employment opportunities, it has been suggested.
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
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 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.
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.
29/05/2009
Vision care provider Clearly Contacts has established a call centre to help deliver services to it rapidly expanding customer base.
29/05/2009
Companies, public sector bodies and call centre outsourcers are all considering the business benefits of employing home-based customer service and support agents, one industry expert has proposed.
28/05/2009
Leading business communications provider Avaya has announced a new program to attract Nortel resellers to its business partner program.
27/05/2009
Cisco is responding to the economic downturn by offering a helping hand to channel partners facing mounting financial concerns.
27/05/2009
Businesses are increasingly using Web 2.0 technologies to stay productive while cutting costs, according to a new report.
27/05/2009
Firms wishing to retain their most talented employees must continue to provide training as the recession ensues, it has been claimed.
22/05/2009
A leading Belgian outsourcer is upgrading to NICE's integrated NICE SmartCenter solution at its six VoIP contact centres.
22/05/2009
Technology is set to play a key part in pulling the UK out of recession, according to the chief executive of Technology Means Business.
21/05/2009
ACF Car Finance's call centre has achieved its highest ever number of applications, thanks in no small part to a new member on the management staff.
21/05/2009
More than 800 members have already been accepted to the Who's Who of UK Call Centres networking group just three months after it was launched.
20/05/2009
Headsets play a vital role in shaping the experience shared between sales representatives and their customers, new research has indicated.
20/05/2009
A European award has been presented to an Edinburgh call centre, it has been reported.
19/05/2009
Jobs are to be created at two new emergency call centres in Ireland, it has been reported.
19/05/2009
Enterprise communications market leader Avaya has announced plans to target growth in the Asia Pacific region.
18/05/2009
Representatives from some of the north-east of England's most successful firms met last week for an industry conference, it has been reported.
14/05/2009
A Middlesbrough call centre has seen its environmental performance improve radically over the last year after launching a sustainability drive.
14/05/2009
Many firms that pursue cost-cutting actually see such policies backfire, it has been claimed.
13/05/2009
The winners of the prestigious Call Centre Management Association (CCMA) awards 2009 have been announced following a presentation ceremony in Manchester.
12/05/2009
Flexible working has a profound effect on overall levels of employment, helping to keeps people in jobs and providing an access route back into the workplace, a new study has indicated.
11/05/2009
Nice Systems has recorded revenue of US$139.2 million (£91.9 million) for the first quarter of 2009.
11/05/2009
The Asia Pacific contact industry should continue to grow over the next five years, a new report has indicated.
11/05/2009
New call centre jobs are to be created in Scotland as a leading bathrooms firm expands its customer service operation.
08/05/2009
Cisco's "innovation engine" is driving both technological and business model developments, according to the firm's chairman and chief executive.
07/05/2009
A new 24-hour call centre has been launched in East Anglia to improve the customer service levels provided to housing tenants.
06/05/2009
Interactive voice response technology can be used to boost automation and operational efficiencies, it has been suggested.
06/05/2009
Successfully engaging employees can help generate higher morale levels - which in turn leads to reduced staff attrition – while also increasing productivity levels, it has been suggested.
05/05/2009
A new call centre is set to be opened by Autoglass to cope with soaring demand for its services, it has been reported.
05/05/2009
A primary care trust (PCT) has opened an emergency call centre to help field queries relating to swine flu, it has been reported.
01/05/2009
Customer service jobs have been created in Ireland after household goods forwarder, the Arpin International Group, opened a new centre.
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.
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.
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
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
Nice Systems has launched a new session initiation protocol-based recording and enhanced virtualisation solution entitled Nice Perform 3.2.
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.
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
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
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.
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.
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.
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.
31/03/2009
Avaya has announced the release of it Aura solution, which it describes as "breakthrough architecture".
30/03/2009
Hughes Insurance, a locally-owned car insurance broker, has created 40 new customer services professionals across its network in Northern Ireland.
27/03/2009
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.
27/03/2009
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.
27/03/2009
Nations should invest in ubiquitous broadband to allow all global citizens to participate in the human network, it has been suggested.
26/03/2009
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.
25/03/2009
Call centres must ensure their interactive voice response (IVR) systems work properly before they go live, in order to avoid any customer service hiccups.
24/03/2009
The future of the Voice over Internet Protocol (VoIP) industry may lie in high-definition (HD) technology, it has been claimed.
23/03/2009
Workforce management solutions provider Teleopti has announced plans to partner with queue management firm Q-Matic.
18/03/2009
Cisco has announced plans for a $100 million (£71 million) global strategic initiative focused on small business networking and communications solutions.
16/03/2009
Medical information call centres have largely resisted the urge to outsource customer service operations, a new report has found.
16/03/2009
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.
13/03/2009
Ninety jobs are to be created at a Preston call centre, weeks after redundancies were announced at the same site.
13/03/2009
A new Egyptian contact centre service provider has enjoyed rapid business growth since its recent deployment of the Cisco Unified Contact Centre Enterprise solution.