04/03/2010
The Three Rivers Federal Credit Union (TRFCU) has invested in new workforce management technology, it has been announced.
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.
17/02/2010
Call centre co-operatives have been proposed by the Conservative Party for public call centre workers.
28/01/2010
Despite the recession, 2009 proved to be a good year for the contact centre workforce optimisation (WFO) market.
21/01/2010
CCT partner Teleopti has remained profitable despite the recession, it has been reported.
13/01/2010
An Irish contact centre is benefiting from the use of NICE Systems' TotalView workforce management solution, it has been reported.
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.
22/12/2009
CCT partner Teleopti has continued its growth strategy by opening a new office in Paris.
16/12/2009
Canadian firm Dependable HomeTech (DHT) has invested in a workforce management solution in a bid to maximise the productivity of its customer contact staff.
08/12/2009
Two CCT partners are teaming up to deliver unified workforce management technology to businesses.
17/11/2009
The National Bank of Kuwait (NBK) has announced plans to invest in new workforce management technology.
16/11/2009
Reducing staff attrition in the call centre may start with improving leadership, a study has suggested.
11/11/2009
The advent of modern technology systems is increasingly allowing employees to work from their homes, it has been claimed.
09/11/2009
A major financial services provider is in the process of deploying a new workforce optimisation suite as it bids to consolidate its strong market position.
05/11/2009
Flexible work arrangements are the most effective strategy currently used to retain employees in a contact centre, it has been claimed.
02/11/2009
A leading US communications service provider has chosen to deploy NICE Systems' IEX TotalView Workforce Management solution.
27/10/2009
Research consultancy Gartner has named NICE Systems as a leader in its Magic Quadrant for Workforce Optimisation (WFO).
16/10/2009
Communication managers should be using measurement tools to assess call centre productivity, it has been claimed.
24/09/2009
Workforce management solutions provider Teleopti has joined the Cisco Technology Developer Programme.
07/09/2009
Taxpayers' money is being wasted at present by overstaffed national swine flu helplines, one national newspaper has claimed.
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
Contact centres can make use of wikis and other dynamic online content to share knowledge and training tips, it has been suggested.
19/08/2009
Energy group E.ON is extending its use of workforce management technology for agent scheduling purposes within its contact centre.
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.
17/08/2009
Contact centre professionals will now be able to better understand the savings possible through the use of self-service technology and workforce management applications, courtesy of two online Return on Investment calculators.
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.
12/08/2009
Call centre staff from Merseyside have won a special award for their work with local young children, it has been reported.
12/08/2009
ACF Car Finance Limited has made further call centre technology investments in order to enhance the services it provides to customers.
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.
07/08/2009
Avaya's release of one-X Agent represents an attempt to provide the technology and infrastructure necessary to ensure customer service operations work smoothly in a virtual context, it has been claimed.
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.
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
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.
24/07/2009
The global workforce optimisation market grew by 14 per cent between 2007 and 2008, according to new research from DMG Consulting.
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
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.
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.
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.
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.
22/06/2009
Firms can improve the agent desktop and the effectiveness of employees by exposing more business processes to self-service solutions, it has been suggested.
22/06/2009
Empowering call centre employees with knowledge and responsibility can help improve customer retention rates, on expert has claimed.
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
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.
12/06/2009
Workforce and performance management solutions firm Teleopti has revealed it has joined an initiative organised by Cisco.
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.
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
A leading Belgian outsourcer is upgrading to NICE's integrated NICE SmartCenter solution at its six VoIP contact centres.
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.
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.
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.
11/05/2009
Nice Systems has recorded revenue of US$139.2 million (£91.9 million) for the first quarter of 2009.
08/05/2009
Technological innovations are allowing businesses to let their employees work remotely, it has been claimed.
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.
03/04/2009
Sitel is planning to create around 50 call centre jobs at its Globe Centre in Accrington.
23/03/2009
Workforce management solutions provider Teleopti has announced plans to partner with queue management firm Q-Matic.
20/03/2009
Call centres which offer more family friendly policies could improve their staff retention and loyalty, according to the Institute for Employment Rights (IER).
16/03/2009
Medical information call centres have largely resisted the urge to outsource customer service operations, a new report has found.