05/03/2010
Communication managers are advised to conduct training away from employees' normal workspace, according to one industry expert.
05/03/2010
Customer contact agents must be equipped with the knowledge required to handle complaints, it has been suggested.
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.
03/03/2010
Gas and electricity metering solutions provider OnStream has deployed workforce management technology in a bid to improve employee productivity.
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.
25/02/2010
Customer contact professionals should ensure they always frame questions effectively, it has been suggested.
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
Customer contact centres may be able to reduce staff attrition by offering additional holiday entitlement to high-performing employees, it has been suggested.
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.
09/02/2010
Customer contact firms are risking customer attrition by failing to respond to complaints, it has been reported.
08/02/2010
Communication managers cannot afford to make business continuity anything other than a priority, it has been suggested.
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.
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.
29/01/2010
Communication managers should ensure they offer guidance to limit workplace aches and pains, it has been suggested.
28/01/2010
Contact centres should inform the customer as quickly as possible if they realise an agent has provided incorrect advice, it has been claimed.
27/01/2010
Customer contact operations must ensure they have a clear attendance policy that is communicated to all staff, one expert has stated.
22/01/2010
Communication managers with "the personal touch" are most likely to be successful in business, it has been claimed.
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
Call centre workers have been identified as the professionals most likely to enter into a relationship with a work colleague.
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
Communication managers must concentrate on making employees feel valued as the economic recovery begins, 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.
11/01/2010
Workforce management solutions are designed to help organisations ensure they have the right skills to meet particular demands within the business, it has been reported.
31/12/2009
Communication managers should be proactive as they bid to instill good practice within the contact centre, it has been claimed.
24/12/2009
Call centre desktops must provide a 360 degree view of the customer, if agents are to succeed in maximising the value of relationships, it has been suggested.
23/12/2009
Businesses help establish customer loyalty by offering small complimentary gifts to clients, it has been claimed.
18/12/2009
A new study has pointed to reduced staff attrition rates in the customer contact industry during 2009.
17/12/2009
Contact centre agents should shape the customer service experience to satisfy individual callers, it has been suggested.
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.
11/12/2009
Agent engagement holds the key to providing an excellent customer experience, it has been claimed.
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.
09/12/2009
A debt collection firm has invested in new interactive voice messaging technology in a bid to improve contact rates.
07/12/2009
Employers must ensure they look after workers who are kept on after seeing some of their colleagues made redundant.
01/12/2009
Too many call centre agents have poor communication skills and are unable to deviate from written scripts, a new study has indicated.
01/12/2009
Younger consumers, aged between 27 and 43, are more than twice as likely to leave a company due to poor customer service as those aged over 44.
30/11/2009
Communication managers can attempt to reduce staff attrition by offering small incentives on a regular basis, it has been claimed.
24/11/2009
More firms have established wellbeing programmes as they attempt to improve worker morale, research has indicated.
19/11/2009
Outbound sales teams require both dedicated call agents and communication managers, it has been claimed.
16/11/2009
Reducing staff attrition in the call centre may start with improving leadership, a study has suggested.
12/11/2009
The best environment for contact centres in the UK is found in Wales, according to a new report.
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.
09/11/2009
Communication managers can help limit stress in the workplace by providing regular feedback to employees, it has been suggested.
05/11/2009
Flexible work arrangements are the most effective strategy currently used to retain employees in a contact centre, it has been claimed.
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.
04/11/2009
Communication managers should follow a number of steps to raise employee morale and customer service levels, it has been suggested.
27/10/2009
A third of UK organisations have cut customer service training this year, according to a new study.
23/10/2009
Altitude Software is helping contact centres prepare for a potential H1N1 virus pandemic this winter.
21/10/2009
Businesses which use unified communications solutions can make decisions quicker and reduce the amount of time it takes to respond to enquiries, it has been claimed.
20/10/2009
Many contact centres are failing to adequately gather customer feedback on their customer experience, it has been claimed.
14/10/2009
Communication managers should ensure employees take regular breaks during the working day, it has been claimed.
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
Customer service is "the vital differentiator in business today" and companies must recognise its importance, an industry expert has claimed.
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.
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.
25/09/2009
Customer attrition costs UK firms £15.3 billion every year, according to a new study.
22/09/2009
BT has announced the appointment of a new expert to improve customer experience across its operations.
21/09/2009
New extended paternity leave proposals could help firms reduce their staff attrition, according to one organisation.
21/09/2009
A call centre in Sunderland is piloting a new scheme to reduce staff attrition levels by allowing employees to gain a new qualification in customer service.
09/09/2009
Employees are "the absolute key" to the success of businesses, meaning it is vital to reduce staff attrition where possible, it has been claimed.
09/09/2009
New call centre technology can allow agents to work from home flexibly without negatively impacting upon customer experience or their employers' contact strategies, it has been reported.
07/09/2009
Taxpayers' money is being wasted at present by overstaffed national swine flu helplines, one national newspaper has claimed.
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.
28/08/2009
Communication managers may be able to reduce staff attrition if they can reassure call centre staff that their jobs are safe, a new study has indicated.
26/08/2009
Sales training can help employees maximise revenue on behalf of their employer, it has been claimed.
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
Greater use of desktop integration technology is needed to enable call agents to work more productively, it has been suggested.
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.
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
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.
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
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.
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
Companies need to demonstrate that they are loyal to their staff if they wish to reduce staff attrition rates, it has been reported.
28/07/2009
Insurance customers are increasingly choosing to select providers which offer UK-based customer call centres, it has been reported.
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
Businesses should be preparing remote working contingency strategies to limit the risk of staff absenteeism affecting productivity, it has been suggested.
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
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
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
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.
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
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
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
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
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.
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.
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
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.
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
Businesses should consider whether they are getting value for money out of workplace space, it has been suggested.
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
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.
20/05/2009
Ofcom has announced new rules to reduce the time consumers have to wait to seek an independent resolution to their disputes with communications providers.
19/05/2009
Jobs are to be created at two new emergency call centres in Ireland, it has been reported.
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.
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
New call centre jobs are to be created in Scotland as a leading bathrooms firm expands its customer service operation.
08/05/2009
Call centre jobs could be under threat at an office in Northern Ireland, it has been reported.
07/05/2009
The internet is now central to family life because of its ability to help people stay connected to each other, it has been suggested.
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
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
Altitude Software's new desktop integration solution has been made available to the global market, it has been announced.
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.
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.
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
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.
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.
08/04/2009
Employers are increasingly looking to staff training to help them survive the economic downturn, a new study suggests.
08/04/2009
Businesses across the UK have to watch costs and hold tight, according to Smallbusiness.co.uk.
07/04/2009
The majority of companies can benefit from flexible working, according to Work Wise UK.
03/04/2009
Plantronics has launched a range of unified communications (UC) wireless headsets.
02/04/2009
Building great customer experience is crucial for firms wishing to succeed, in bad times and in good, it has been suggested.
01/04/2009
Praise has been offered for a Devon call centre providing information on council services.
01/04/2009
Telecoms firm Nortel has cut staff numbers at its sites in Berkshire and Northern Ireland with immediate effect.
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.
31/03/2009
A new study indicates that the number of silent calls received per month has fallen from 9.6 per month in 2005 to 2.1 in 2008.
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.
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
The jobs of many HSBC call centre workers could be under threat, it has been reported.
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.