09/03/2010
Voice-over Internet Protocol (VoIP) technology will eventually become the communications norm for all businesses, it has been suggested.
08/03/2010
The worldwide outbound dialing market was worth $440 million (£290 million) in 2008, a new report has indicated.
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.
25/02/2010
The number of people subscribing to Voice-over Internet Protocol (VoIP) systems rose by 15 per cent last year, a new study has indicated.
25/02/2010
Customer contact professionals should ensure they always frame questions effectively, it has been suggested.
24/02/2010
Voice-over Internet Protocol (VoIP) technology could be almost standard among businesses by the end of the decade, it has been predicted.
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
Agents can generate an improved rapport with customers by sounding natural over the phone, it has been suggested.
12/02/2010
CCT partner Avaya has appointed a new vice-president of its Americas International sales operation.
11/02/2010
Confidence is the key for agents engaging in outbound sales activity, it has been suggested.
28/01/2010
Despite the recession, 2009 proved to be a good year for the contact centre workforce optimisation (WFO) market.
28/01/2010
UK businesses can help improve customer service levels by investing in desktop virtualisation, it has been claimed.
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.
14/01/2010
Every call handled by a customer contact professional should appear to be their first – in terms of interest and enthusiasm.
21/12/2009
Businesses have continued to invest in inbound contact routing systems despite the recession, it has been reported.
15/12/2009
The unified communications (UC) market expanded during the third quarter of this year, it has been reported.
11/12/2009
Organisations need to consider the viral impact of poor customer experiences, it has been suggested.
10/12/2009
Consumers are increasingly likely to return purchased goods after suffering a poor customer experience, it has been reported.
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
Consumers may be willing to pay more for products or services where a quality customer experience is guaranteed, it has been suggested.
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.
01/12/2009
The global unified communications market is set to expand rapidly over the next few years, it has been suggested.
19/11/2009
Companies need to invest in cohesive strategies that straddle all channels of customer communication, it has been suggested.
13/11/2009
Companies expanding into emerging markets after the downturn may be able to attract consumers away from their rivals by providing a superior customer experience, it has been claimed.
02/11/2009
Firms with outbound sales operations need to take steps to improve their efficiency, it has been claimed.
30/10/2009
High quality telemarketing can help firms buck the current recessionary trend and drive revenue, it has been claimed.
29/10/2009
Delivering great customer experience has never been more crucial for call and contact centres, a new study indicates.
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.
12/10/2009
The expansion of mobile voice and data services is set to drive the global telecoms market in the coming months and years, a new report indicates.
08/10/2009
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.
02/10/2009
The Call Centre & Customer Management Expo 2009 has been hailed as a great success.
01/10/2009
Companies in the travel industry are losing revenues through poor multi-channel integration, it has been reported.
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.
17/09/2009
Customer contact operations can drive revenue by providing high service levels, 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.
25/08/2009
CCT partner Teleopti has reported 20 per cent growth in the number of orders taken during the first six months of 2009, despite the economic downturn.
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.
18/08/2009
Visual interactive voice response (IVR) solutions, such as those delivered to mobile phone handsets, can reduce the time of an automated transaction by half, it has been reported.
17/08/2009
The number of implementations in the contact centre surveying and feedback market grew by 18 per cent during the last year, according to DMG Consulting.
13/08/2009
The profile of Voice-over Internet Protocol (VoIP) must be raised in order for more firms to recognise its benefits, it has been claimed.
12/08/2009
Call centres attached to insurance firms are playing their part in hitting high levels of customer service, according to new research.
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.
07/08/2009
Access to next-generation broadband could drive further commercial investment in communications infrastructure and call centre technology, it has been suggested.
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.
04/08/2009
Call Centre Technology partner firm NICE Systems recorded revenues of $140.5 million (£82.8 million) during the second quarter of 2009, up from $139.2 million in the first three months of the year.
03/08/2009
Independent global contact centre solutions vendor Altitude Software has announced the launch of its new Fast Return on Investment (ROI) initiative.
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
VisitScotland, the nation's tourism agency, has significantly increased revenues since investing in a hosted customer analytics application, it has been reported.
24/07/2009
The global workforce optimisation market grew by 14 per cent between 2007 and 2008, according to new research from DMG Consulting.
23/07/2009
The worldwide unified communication market grew by 47 per cent in 2008 to 1.4 million worldwide, according to a new study from Infonetics Research.
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.
08/07/2009
Communication managers seeking to reduce staff attrition must ensure they maximise the potential of incentive schemes, it has been suggested.
02/07/2009
Voice-over Internet Protocol (VoIP) conference phones are the newest innovations in the business telephony industry, it has been reported.
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.
23/06/2009
Outbound contact centres should remain committed to up-selling and cross-selling, despite concerns over customers' willingness to embrace such offers, it has been suggested.
19/06/2009
North American businesses are set to continue investing in self-service technology as the recession ensues, it has been claimed.
15/06/2009
The aim of the government's plan for universal access to broadband in the UK is to make sure that anyone who wants to use the internet can use it, it has been suggested.
05/06/2009
Voice-over Internet Protocol (VoIP) telephony is becoming the most popular way for people to communicate with each other from the home and the workplace, one commentator has 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.
03/06/2009
An international air carrier has installed interactive voice response (IVR) technology to help improve customer service levels, it has been reported.
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.
01/06/2009
Consumers are buying mini-note PCs (netbooks) over notebook computers because they are practical and portable, it has been claimed.
29/05/2009
Vision care provider Clearly Contacts has established a call centre to help deliver services to it rapidly expanding customer base.
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.
26/05/2009
Customer relationship management (CRM) information held on mobile internet devices may never be entirely safe, according to a leading industry magazine.
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.
22/05/2009
Ofcom has accredited a price comparison service that allows consumers to get cheaper mobile phone deals by monitoring their online bills.
19/05/2009
Enterprise communications market leader Avaya has announced plans to target growth in the Asia Pacific region.
18/05/2009
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.
18/05/2009
The global Voice-over-Internet-Protocol (VoIP) market grew by 33 per cent to be worth an estimated £20 billion, new research has suggested.
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
Vodafone UK has today announced plans to abolish roaming charges for the summer and to permanently cut the price of calling abroad from the UK.
14/05/2009
Most broadband advertising cannot be described as misleading since connections are advertised as being 'up to' a certain speed, it has been claimed.
14/05/2009
Many firms that pursue cost-cutting actually see such policies backfire, it has been claimed.
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.
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
The internet is now central to family life because of its ability to help people stay connected to each other, it has been suggested.
06/05/2009
Interactive voice response technology can be used to boost automation and operational efficiencies, it has been suggested.
01/05/2009
Access to telecommunication services is set to improve in Africa as undersea cables linking the continent to the rest of the world are laid.
01/05/2009
Altitude Software's new desktop integration solution has been made available to the global market, it has been announced.
30/04/2009
Telecommunications providers could see their main source of income damaged if access to Voice over Internet Protocol (VoIP) services becomes possible from smartphones, it has been claimed.
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.
28/04/2009
Sales of contact centre and enterprise performance management solutions continue to grow at a healthy rate despite the economic downturn, it has been reported.
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.
23/04/2009
Altitude Software's Altitude Unified Desktop has been awarded a 2009 customer relationship management (CRM) excellence award.
22/04/2009
Voice-over-Internet-Protocol (VoIP) telephony is likely to dominate the phone business of the future just as mobile handsets do at present, it has been claimed.
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.
16/04/2009
Voice-over Internet Protocol (VoIP) has the potential to save businesses money on their telephony costs, it has been reported.
16/04/2009
Firms will continue to invest in cloud computing technologies as 2009 progresses, it has been suggested.
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.
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.
03/04/2009
Communications service providers now accept that internet protocol (IP) technology is here to stay where mobile technology is concerned.
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
Outbound interactive voice response technology (IVR) will be "a tremendous area of growth" over the next five years, it has been claimed.
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.
16/03/2009
A new study has found that unified communications (UC) improve customer service levels in call centres.
16/03/2009
Medical information call centres have largely resisted the urge to outsource customer service operations, a new report has found.
12/03/2009
Firms can benefit by implementing an interactive multi-channel communications strategy to more effectively reach consumers with relevant information, it has been claimed.
11/03/2009
Unified communications (UC) help improve customer satisfaction by improving service levels and raising first call resolution levels, new research has suggested.