Here is a list of archived industry news articles.
Telemarketing company Smart has invested in new call centre technology to help it move to a new virtual contact centre model.
Ashford Borough Council Local Authority has invested in a virtualised voice infrastructure in a bid to improve service levels.
Cheshire Building Society has invested in a new telephony infrastructure in a bid to improve customer service levels and make efficiencies.
Communication managers cannot afford to make business continuity anything other than a priority, it has been suggested.
Leading web media firm Internet Brands has invested in a new virtual contact centre suite, it has been revealed.
Home working can not only help call centres reduce overhead costs, but also make them appear more professional, it has been claimed.
The Automobile Association (AA) is integrating its communications infrastructure courtesy of a new virtual contact centre, it has been reported.
The Automobile Association (AA) has announced plans to invest in a new contact centre infrastructure designed to improve customer service levels.
Online retailer BuySeasons has implemented a new call routing solution to help direct customers to the most suitable agent.
Case management services provider Bankruptcy Management Solutions (BMS) has invested in new unified communications technology, it has announced.
Flexible work arrangements are the most effective strategy currently used to retain employees in a contact centre, it has been claimed.
Pay TV group Canal Plus has invested in a virtual call centre, it has been reported.
Home working is more viable than ever as a result of IT developments, it has been suggested.
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.
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.
Businesses can extend their customer base and save money by using virtual offices, it has been reported.
Businesses should be preparing remote working contingency strategies to limit the risk of staff absenteeism affecting productivity, it has been suggested.
Call Centre Technology partner firm Avaya has launched a new version of its powerful desktop application suite for customer service professionals.
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.
Businesses can avoid making significant ITinfrastructure investments by embracing pay technology options, it has been suggested.
Using outsourcing can allow businesses to concentrate on core areas of their business, it has been proposed.
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.
Call centres may be able to reduce staff attrition by allowing employees to work more sociable hours, it has been suggested.
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.
The call centre outsourcing industry should continue to thrive during 2009 as a number of new trends emerge, a report has indicated.
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.
Businesses should consider whether they are getting value for money out of workplace space, it has been suggested.
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.
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.
Avaya believes the global economic downturn will boost demand for virtual call centre services as firms bid to reduce their outgoings.
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.
A 120-strong call centre team will volunteer their services this Friday (March 13th) to help man the official donation line for Red Nose Day '09.