Here is a list of archived industry news articles.
North American contact centres are failing to provide effective multichannel customer service, a new study has indicated.
A new health communications hub has been proposed for the south-east of Wales.
If customer contact centres offer multichannel communications, they must ensure that a response is provided to every single enquiry.
A US university has invested in Cisco technology to improve the learning options available to students, especially those with physical disabilities.
Contact centres must adopt multichannel communication strategies in order to meet the expectations of young people, it has been suggested.
Video conferencing is expected to grow in the coming years as more and more businesses adopt the technology.
Many contact centres are struggling to hire agents with the required level of IT competence, it has been suggested.
A new study indicates that customer contact firms are increasingly moving towards multichannel communication setups.
Multi-channel analytics capability is a new feature of NICE SmartCenter's interaction analytics business solutions.
Many firms may be underestimating the power of customer retention at the contact centre level, it has been suggested.
A London borough has invested in its communications infrastructure in a bid to improve customer service levels.
Retailers are increasingly recognising the potential of a multi-channel brand experience to deepen customer relationships and boost profits, it has been claimed.
Travel companies should concentrate more on improving online customer support as they bid to improve service levels, it has been claimed.
Customer service teams are still unable to efficiently deal with website enquiries, a new survey has indicated.
Top performing organisations are increasingly turning to multiple service delivery channels to meet the needs of their customers.
A new study has indicated that customers are increasingly carrying out online transactions as a result of the economic climate, meaning firms must pay closer attention to their web services.
Independent mobile retailer Phones 4U has invested in new technology to develop its sales-driven online campaigns, it has announced.
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.
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.
Fortis Insurance Solutions has deployed email management technology to reduce costs and improve online communication service and efficiency, it has announced.
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.
Irish bookmaker Paddy Power has reduced customer contact times by deploying customer interaction management tools, it says.
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.
Successful call centres should be dynamic, rounded and sufficiently equipped able to meet the varying demands of customers, employees and managers, it is claimed.
Businesses are increasingly using Web 2.0 technologies to stay productive while cutting costs, according to a new report.
Business communications firm Avaya has launched a new Media Phone solution that allows direct access to call and internet services through a large, colour touch screen.
The government has "missed an opportunity" to deploy next-generation broadband nationwide, it has been claimed.
The European Parliament has voted in favour of new rules on SMS and data roaming charges.
Call centre solutions are increasingly being integrated with discussion groups and social communities such as Twitter, Facebook and Google to improve service levels, it has been suggested.