09/03/2010
Shropshire Council has been awarded the Institute of Customer Service's (ICS) accreditation mark, it has been revealed.
09/03/2010
Accord and Ashram housing associations have invested in new communications infrastructures in order to improve customer service levels.
05/03/2010
Communication managers are advised to conduct training away from employees' normal workspace, according to one industry expert.
02/03/2010
Businesses and customer contact professionals have just under three weeks to submit their nominations for the Call Centre Management Association (CCMA) Call Centre Manager of the Year Awards.
01/03/2010
A travel agency communication manager has been nominated for Call Centre Manager of the Year in the Agent Achievement Awards.
26/02/2010
Customer contact centres should invest in automation technology if they are struggling to cope with inbound call volumes, it has been suggested.
24/02/2010
Ipswich Borough Council has chosen to centralise its customer contact operation in order to improve the customer experience.
24/02/2010
Communication managers must ensure they commit to providing effective staff training, according to one expert.
22/02/2010
Customer contact centres may be able to reduce staff attrition by offering additional holiday entitlement to high-performing employees, it has been suggested.
18/02/2010
Modern call centres need to deal with a myriad of legacy issues if they are to adapt to the changing marketplace, it has been claimed.
16/02/2010
Communication managers must enter into constant dialogue with their team members as they bid to keep performance levels high, it has been claimed.
12/02/2010
Communication managers can improve their leadership style by trusting customer contact agents to resolve service issues, it has been suggested.
09/02/2010
Cutting back on employee perks such as free hot refreshments could inadvertently encourage staff attrition.
04/02/2010
Businesses seeking to grow with the improving economy must work harder to retain and develop talented employees, it has been suggested.
01/02/2010
With staff attrition set to cost UK firms at least £1 billion in 2010, many firms are attempting to encourage employee retention, it has been reported.
26/01/2010
Avaya has achieved certification under the JD Power and Associates Certified Technology Service & Support (CTSS) Programme.
21/01/2010
A UK contact centre is recognising the achievements its staff through a Reward and Recognition incentive scheme.
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
Nominations are now being welcomed for the various categories in the Call Centre Management Association (CCMA) awards, it has been announced.
19/01/2010
Wessex Water has been shortlisted for the Citizens Advice Customer Service Award, it has been revealed.
19/01/2010
Call centre workers have been identified as the professionals most likely to enter into a relationship with a work colleague.
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
Customer contact agents can take a number of steps to avoid entering auto-pilot mode, it has been suggested.
15/01/2010
Being put on hold for an indefinite amount of time is the biggest consumer frustration with UK call centres, a new study has revealed.
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
A Scottish local government authority has invested in a new contact centre platform, it has been revealed.
12/01/2010
Customer Contact Association (CCA) members are proving popular with customers in terms of the service delivered through contact centres, it has been reported.
12/01/2010
The Automobile Association (AA) is integrating its communications infrastructure courtesy of a new virtual contact centre, it has been reported.
08/01/2010
Call centre interior design trends tend to take their inspiration from catwalk fashion, it has been claimed.
07/01/2010
New research conducted by YouGov on behalf of RightNow has outlined the top eight customer service tips for 2010.
06/01/2010
Cambridgeshire police has announced its delight at the strong performance of its call centre over the course of 2009.
05/01/2010
For call centres to continue to thrive and boost customer satisfaction they need to get better at measuring successes, it has been claimed.
04/01/2010
Small team thinking at large call centre operations could pay dividends, it has been claimed.
31/12/2009
Communication managers should be proactive as they bid to instill good practice within the contact centre, it has been claimed.
29/12/2009
Agents should always aim to be realistic in their dealings with consumers, it has been suggested.
21/12/2009
Customer service agents should ensure they are open and honest with callers at all times, one expert has advised.
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.
17/12/2009
Melton Borough Council has managed to improve customer service levels using call centre technology, it has reported.
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.
14/12/2009
Communication manager Anthony Devane of American Express has been named as Customer Service Leader of the Year.
10/12/2009
Providing call feedback to agents plays a crucial role in helping them to raise their performance levels, it has been suggested.
10/12/2009
Inadequacies in the Student Loans Company (SLC) call centre were responsible for many university students failing to receive finance on time, it has been revealed.
09/12/2009
More than one in five British consumers are ashamed of the way they have spoken to call centre agents in the past, a study has found.
07/12/2009
Employers must ensure they look after workers who are kept on after seeing some of their colleagues made redundant.
04/12/2009
The customer contact sector has been spared some of the worst effects of the recession, one industry expert has claimed.
02/12/2009
Automated call-back systems can be used to help limit customer frustrations, 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
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.
20/11/2009
Barcelona City Hall has invested in call centre technology to develop a new SIP-enabled, multi-channel contact operation.
20/11/2009
The learndirect call centre, operated in conjunction with bss, has been named as the best in the UK's public sector.
19/11/2009
Outbound sales teams require both dedicated call agents and communication managers, it has been claimed.
17/11/2009
A 20-site, 500-seat unified communications solution has been deployed by a local state authority in Australia.
16/11/2009
Reducing staff attrition in the call centre may start with improving leadership, a study has suggested.
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.
12/11/2009
Information technology can play a vital role in reducing carbon emissions, contact centres and other businesses have been told.
11/11/2009
Online retailer BuySeasons has implemented a new call routing solution to help direct customers to the most suitable agent.
11/11/2009
The advent of modern technology systems is increasingly allowing employees to work from their homes, it has been claimed.
11/11/2009
Communication managers should keep their teams informed of any changes within the company in a bid to minimise employee stress levels, it has been claimed.
10/11/2009
Collaboration tools can be used to avoid caller frustrations and improve the customer experience, it has been suggested.
09/11/2009
Many call centres are failing to deliver a quality customer experience, a new study has indicated.
09/11/2009
Communication managers can help limit stress in the workplace by providing regular feedback to employees, it has been suggested.
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
Flexible work arrangements are the most effective strategy currently used to retain employees in a contact centre, it has been claimed.
04/11/2009
Communication managers should follow a number of steps to raise employee morale and customer service levels, it has been suggested.
03/11/2009
A Warwick-based contact operation has been named as one of the 2009 Top 50 Call Centres for Customer Service.
03/11/2009
Businesses can reduce costs and improve operational efficiency by upgrading their unified communications systems, one leading technology provider has claimed.
02/11/2009
Firms with outbound sales operations need to take steps to improve their efficiency, it has been claimed.
27/10/2009
It is becoming increasingly important for companies to provide an integrated cross-channel customer experience, according to one communications expert.
27/10/2009
A third of UK organisations have cut customer service training this year, according to a new study.
26/10/2009
Contact operations should be investing in call centre technology to streamline the customer call experience, it has been suggested.
23/10/2009
Companies which make silent calls risk seeing harm done to their reputations, it has been suggested.
23/10/2009
Altitude Software is helping contact centres prepare for a potential H1N1 virus pandemic this winter.
22/10/2009
A new customer experience study has highlighted the need for firms to invest in call centre technology to improve service levels.
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
A new study has indicated that large amounts of customer feedback are going unread in many businesses.
20/10/2009
Many contact centres are failing to adequately gather customer feedback on their customer experience, it has been claimed.
14/10/2009
Customer service teams are still unable to efficiently deal with website enquiries, a new survey has indicated.
09/10/2009
Business telephone numbers and directory enquiries service 118 24 7 has won the title of Best UK Service at the International Directory Assistance Awards.
09/10/2009
The adoption of advanced contact centre technology has made a huge difference to service levels at one local authority, it has been reported.
08/10/2009
UK energy giant British Gas has invested in a case-based reasoning application in a bid to increased first contact resolution and customer satisfaction rates.
08/10/2009
The London Borough of Richmond upon Thames has launched a new customer service quality initiative focused on improving its offering across all communication platforms.
07/10/2009
Contact centres that offer job flexibility, including shortened work weeks, can build employee loyalty and reduce staff attrition, it has been suggested.
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
BGL Group has invested in a new correspondence-handling customer relationship management solution, it has been reported.
06/10/2009
Customer service is "the vital differentiator in business today" and companies must recognise its importance, an industry expert has claimed.
01/10/2009
Companies in the travel industry are losing revenues through poor multi-channel integration, it has been reported.
01/10/2009
Research company GfK NOP has named the Comet call centre in Hull as one of the 2009 Top 50 call centres for customer care.
30/09/2009
British Gas has been named European Call Centre of the Year by Call Centre Focus.
30/09/2009
Mobile phone firm O2 has been recognised at a European level for its customer experience commitment.
29/09/2009
CCT partner Cisco has announced plans to encourage the adoption of low carbon call centre technology.
29/09/2009
Call and contact centres can derive great benefits from interactive voice response (IVR) technology providing they fully research and plan their deployments, it has been suggested.
28/09/2009
Some businesses are relying too much on the internet as part of their customer contact strategy, forgetting about the value of human interaction, it has been suggested.
28/09/2009
Tristar Homes, which is responsible for the management and maintenance of Stockton Borough Council's housing stock, has improved its customer service efficiency by investing in a new contact centre.
25/09/2009
Firms wishing to reduce staff attrition should make sure they arrange a Christmas party for their staff despite the recession, a new study has suggested.
24/09/2009
Two-time Contact Centre Solution of the Year winner CCT has received a further nomination for the prestigious award.
23/09/2009
RIAS has been shortlisted in the Customer Services Initiative of the Year category at the 2009 Insurance Times Awards.
23/09/2009
New Zealand's Ministry of Social Development has deployed voice self-service and speaker verification solutions in a bid to handle calls more efficiently.
18/09/2009
Japan Airlines, Asia's largest air carrier, has invested in new IP telephony and call centre technology solutions in a bid to improve its customer contact strategy, it has announced.
10/09/2009
NHS Direct has been named one of the UK's top 50 Call Centres for Customer Service following a mystery shopper exercise carried out by GfK NOP.
07/09/2009
Taxpayers' money is being wasted at present by overstaffed national swine flu helplines, one national newspaper has claimed.
07/09/2009
Call centres which use consumer data as part of their customer contact strategy and other firms should ensure they maintain the quality of the information they use, it has been claimed.
03/09/2009
North Bristol NHS Trust is using call centre technology to overhaul its telecommunications services, placing customer contact at the centre of its strategy for effective patient care delivery.
03/09/2009
Knight Transportation, a truckload carrier offering dry van, refrigerated, drayage and brokerage services, has become the latest to invest in the Cisco Unified Contact Centre Enterprise (UCCE).
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.
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.
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
A local authority team has been recognised for its commitment to providing the highest levels of customer care.
25/08/2009
Global insight from Interactions solutions provider Nice Systems has won a major contract with an unnamed Israeli government agency, it has announced.
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.
21/08/2009
Firms should view customer relationship management (CRM) as an investment rather than a cost if they wish to encourage brand loyalty, one expert has suggested.
19/08/2009
Next month will see the staging of International Contact Centre Week, in association with Contactcenterworld.com.
19/08/2009
Customer service agents can help improve consumer loyalty by ensuring they are always helpful and polite during calls, it has been suggested.
18/08/2009
Communication managers should aim to coach call agents and provide regular feedback as they bid to maximise the efficiency of their teams, it has been suggested.
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.
13/08/2009
Over 17,000 UK call centres are to be rated for their customer service provision under an initiative launched by Call Centre Focus magazine, it has been reported.
12/08/2009
Call centres which provide a quiet room for employees to rest in on their breaks may derive a number of benefits, according to one employee engagement expert.
11/08/2009
Online marketing firm Vistaprint has invested in a new customer relationship management (CRM) system to improve its service capabilities.
11/08/2009
Insurance firm RIAS has been recognised for its customer service excellence at two prestigious industry award events.
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.
10/08/2009
NHS mental health and learning disability service provider Nottinghamshire Healthcare has invested in an IP-ready telephony infrastructure to reduce costs and improve productivity and collaboration within its workforce.
06/08/2009
Online financial trading firm CMC Markets is investing in a global IP telephony communication hub, it has been reported.
05/08/2009
Remote working – facilitated by the latest technology solutions - can be used to ensure businesses are not severely affected by the swine flu pandemic, it has been claimed.
04/08/2009
Companies need to demonstrate that they are loyal to their staff if they wish to reduce staff attrition rates, it has been reported.
03/08/2009
In order to deliver a high level of customer experience, contact centres must be able to define exactly what constitutes a quality interaction, 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.
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
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.
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.
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
Businesses are investing more in employee retention schemes as they bid to reduce staff attrition, it has been reported.
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
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
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.
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.
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.
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
The Scottish winners of the inaugural Call Centre Hero Awards 2009 have been announced.
30/06/2009
Cisco has witnessed reduced costs and improved employee retention since introducing flexible working patterns, it has been revealed.
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
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
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.
24/06/2009
NHS Direct has achieved certification to the Customer Contact Association (CCA) Global Standard across its 35 contact centres in England.
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
Empowering call centre employees with knowledge and responsibility can help improve customer retention rates, on expert has 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
RIAS has been named as a finalist in the Customer Care Award category at the 2009 British Insurance Awards.
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
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.
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
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
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.
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.
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.
29/05/2009
Businesses have been reminded of the need to adhere to outbound and proactive call regulations by a leading industry figure.
28/05/2009
Inverclyde Council is reshaping its customer service offering in a bid to provide better value for money, it has been reported.
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
Firms wishing to retain their most talented employees must continue to provide training as the recession ensues, it has been claimed.
26/05/2009
Hundreds of new call centre jobs are to be created in Kent, according to reports.
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.
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.
20/05/2009
A council contact centre is changing its opening hours in an attempt to increase efficiency while maintaining customer service levels.
19/05/2009
Jobs are to be created at two new emergency call centres in Ireland, it has been reported.
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.
15/05/2009
The latest round of job losses at BT can be attributed to "damaging mismanagement" of the firm's Global Services arm, a leading union has claimed.
14/05/2009
Redundancies are likely to be made at telecoms firm BT, after the firm announced plans to reduce its headcount by up to ten per cent.
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
Industry recognition has been given to the Highways Agency Information Line, which provides motorists with details about the latest traffic situations and planned roadworks.
13/05/2009
The winners of the prestigious Call Centre Management Association (CCMA) awards 2009 have been announced following a presentation ceremony in Manchester.
13/05/2009
A new Ofcom report has documented the enforcement action taken by the media regulator to protect telecoms customers last year.
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.
12/05/2009
A Cardiff call centre boss has been nominated for a prestigious honour at the annual Call Centre Management Awards (CCMA), it has been reported.
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.
08/05/2009
Call centre jobs could be under threat at an office in Northern Ireland, it has been reported.
08/05/2009
Technological innovations are allowing businesses to let their employees work remotely, it has been claimed.
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.
01/05/2009
Customer service jobs have been created in Ireland after household goods forwarder, the Arpin International Group, opened a new centre.
01/05/2009
A Nottingham call centre has taken on more staff to help provide effective customer service to people worried about the swine flu outbreak.
30/04/2009
Jobs are under threat at one of Lincolnshire's largest call centres, it has been reported.
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
The establishment of a national telephone and internet surveillance database has been ruled out by the home secretary, 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.
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.
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.
20/04/2009
A north-west travel call centre has been named as the best in its industry for the seventh year in succession.
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
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.
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.
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.
31/03/2009
Avaya has announced the release of it Aura solution, which it describes as "breakthrough architecture".
31/03/2009
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.
30/03/2009
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.
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
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.
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.
26/03/2009
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.
25/03/2009
The jobs of many HSBC call centre workers could be under threat, it has been reported.
25/03/2009
The importance of understanding, strengthening and preserving existing customer relationships has never been more profound than in the current market, it has been suggested.
24/03/2009
Consumers need greater protection against nuisance calls, it has been suggested.
23/03/2009
A local transport agency is localising its customer service operations in a bid to improve user satisfaction levels, it has been reported.
19/03/2009
Call centre staff in Yorkshire are holding crunch talks with bosses to save jobs at the site, it has been reported.
18/03/2009
A mobile phone firm has been forced to apologise after a call centre worker left him a voicemail message ridiculing his name.
17/03/2009
The duration of hold times experienced by customers have dramatically increased in the last four years, new research has indicated.
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
A new Egyptian contact centre service provider has enjoyed rapid business growth since its recent deployment of the Cisco Unified Contact Centre Enterprise solution.