Industry News

Capita Acquires Salmat Speech Solutions' UK Operations

Tue, 10 Jan 2012 00:00:00 GMT

Capita Acquires Salmat Speech Solutions' UK Operations

MPLS or VPLS - Which is Right for You

Wed, 12 Oct 2011 00:00:00 GMT

When it comes to multisite networks, MPLS has long been the technology of choice. Yet the growing availability of VPLS means it’s no longer the case that one-solution-fits-all.

Avaya Acquires Sipera

Tue, 11 Oct 2011 00:00:00 GMT

Avaya Strengthens UC Portfolio with New Acquisition

Magic Quadrant for Unified Comms

Thu, 08 Sep 2011 00:00:00 GMT

Avaya Recognised as Leader in Gartner Magic Quadrant for Unified Communications

CCT Releases Two New Demo Videos of Avaya Aura Contact Centre

Wed, 20 Jul 2011 00:00:00 GMT

Managing Web Chat & Email Channels Simultaneously

Magic Quadrant for Contact Centres

Thu, 14 Jul 2011 00:00:00 GMT

Avaya Recognised as Leader in Gartner Magic Quadrant for Contact Centre Infrastructures

Is the End Nigh for 0800 Numbers

Tue, 21 Jun 2011 00:00:00 GMT

This year will see the decline of 0800 numbers. Why?

Capita Acquires Call Centre Technology Limited

Tue, 31 May 2011 00:00:00 GMT

Capita’s IT services division today announces the acquisition of Bristol-based Call Centre Technology Limited (CCT), a provider of voice telephony and multi-channel contact centre applications. The acquisition value is £15 million.

Industry Changing Announcements from Avaya

Wed, 21 Jul 2010 00:00:00 GMT

Today, Avaya has unveiled its broadest and deepest line of collaboration and contact centre solutions in their history.

Customers 'can be regained following attrition'

Fri, 28 May 2010 00:00:00 GMT

Businesses which lose customers due to poor customer service can still regain their loyalty, one expert has claimed.

Customer value 'increasingly important in business'

Fri, 28 May 2010 00:00:00 GMT

British consumers are increasingly hungry for exceptional customer value, it has been claimed.

Feedback 'offers insight into IVR success'

Fri, 28 May 2010 00:00:00 GMT

Customer contact centres should use customer feedback to measure the success of interactive voice response (IVR) systems, one industry expert has suggested.

Rebrand for Teleopti Support operation

Fri, 28 May 2010 00:00:00 GMT

CCT partner Teleopti has rebranded its customer service operation, it has been announced.

'Openness vital' during customer contact recruitment

Fri, 28 May 2010 00:00:00 GMT

Customer contact managers should ensure they are open and honest with job applicants during the interview process, one expert has suggested.

Call scripts 'should seek to answer FAQs'

Fri, 28 May 2010 00:00:00 GMT

Call agents can improve the quality of their scripts by including as much essential information as possible in the text.

Altitude Software supports Conservative election campaign

Thu, 27 May 2010 00:00:00 GMT

Altitude Software's interaction management solution played a key role in powering the Conservative Party to record gains in the recent general election, it has been claimed.

Avaya appoints new chief information officer

Thu, 27 May 2010 00:00:00 GMT

CCT partner Avaya has announced the appointment of Stephen J. Gold as its new senior vice-president and chief information officer.

Call centre technology solutions 'must be appropriate'

Thu, 27 May 2010 00:00:00 GMT

Customer contact centres must ensure they acquire call centre technology best-suited to their needs, it has been suggested.

Workforce management benefits US college

Thu, 27 May 2010 00:00:00 GMT

College of the Canyons in California's Santa Clarita Valley is investing in its contact centre infrastructure to increase staff accuracy and productivity.

Call centre scripting 'must be thought through'

Thu, 27 May 2010 00:00:00 GMT

Call centre managers must ensure they pay sufficient attention to script writing if they wish to maximise sales, it has been claimed.

Royal Opera House plays host to 2010 Avaya Contact Centre User Conference

Wed, 26 May 2010 00:00:00 GMT

Avaya’s vision for the ‘Future of Next Generation Customer Contact’ takes to the stage at this dramatic venue

Reduce staff attrition 'by engaging new employees'

Wed, 26 May 2010 00:00:00 GMT

Communication managers must give close consideration to their employee retention strategies, one expert has claimed.

Avaya wins three Technology Services Industry Association awards

Wed, 26 May 2010 00:00:00 GMT

CCT partner Avaya has won three Technology Services Industry Association 2010 STAR Awards.

Motorpoint call centre celebrates 10th anniversary

Tue, 25 May 2010 00:00:00 GMT

Car supermarket Motorpoint's call centre celebrated its tenth anniversary by making its 70,000th sale this month.

Call centre staff 'need to consider people with disabilities'

Tue, 25 May 2010 00:00:00 GMT

Call centre staff should be trained in disability awareness so they are providing good customer service to all callers, according to telecoms watchdog Ofcom.

Agents 'can make customers feel valued using first names'

Tue, 25 May 2010 00:00:00 GMT

Call agents should aim to use the customer's name where possible during sales calls, one expert has suggested.

NICE technology improves service levels at Russian mobile firm

Tue, 25 May 2010 00:00:00 GMT

A Russian mobile operator has invested in NICE System's Quality Optimisation solution to improve operations within its contact centre.

Internet firm shortlisted for call centre awards

Mon, 24 May 2010 00:00:00 GMT

Broadband provider Eclipse has been shortlisted for two awards in the 2010 South West Contact Centre Awards.

Growing businesses need effective call centre solutions

Fri, 21 May 2010 00:00:00 GMT

Growing businesses do not have time to buy "half a solution" which they will then have to integrate into their existing contact centre infrastructure themselves, it has been claimed.

Vodafone sells UK call centre

Fri, 21 May 2010 00:00:00 GMT

Communications giant Vodafone has sold its Warrington call centre to HEROtsc - a major contact centre partnership.

Bandwidth boost can help improve contact centres

Fri, 21 May 2010 00:00:00 GMT

Call centres are set to benefit from an increase in network infrastructure bandwidth and the adoption of modern technology.

Reckitt Benckiser consolidates call centre operation

Thu, 20 May 2010 00:00:00 GMT

International household product seller Reckitt Benckiser has consolidated its contact centre operation.

Merseyside Police reviews call handling arm

Thu, 20 May 2010 00:00:00 GMT

Merseyside Police has reviewed its call handling operation after a scathing report from the Independent Police Complaints Commission (IPCC) criticised its levels of customer service.

Haven Holidays reduces contact but boosts performance

Thu, 20 May 2010 00:00:00 GMT

Popular package holiday brand Haven Holidays has boosted its sales despite reducing inbound contact.

Games developer upgrading network technology

Wed, 19 May 2010 00:00:00 GMT

Computer game developer and publisher Blizzard Entertainment is investing in enhanced call centre technology solutions, it has been announced.

Government helplines recognised in BBC study

Wed, 19 May 2010 00:00:00 GMT

NHS Blood & Transplant, the Identity & Passport Service and the Environment Agency's Floodline have been named as the most successful government helplines.

Agent enthusiasm 'helps generate sales'

Wed, 19 May 2010 00:00:00 GMT

Call centre agents should attempt to make their scripts interesting to listen to, irrespective of how many times per day they are required to repeat it.

NICE Systems increases turnover during Q1

Tue, 18 May 2010 00:00:00 GMT

NICE Systems has reported a 17 per cent rise in revenue for the final quarter of the 2009-10 financial year.

Scottish transport information service 'offering great customer service'

Tue, 18 May 2010 00:00:00 GMT

Traveline Scotland has come top of a new customer service poll, it has been revealed.

Bathroom fittings provider invests in call centre technology

Tue, 18 May 2010 00:00:00 GMT

An Australian tapware and bathroom fittings and fixtures provider has invested in new call centre technology for its customer contact operation.

Revenues up at CCT partner Cisco

Mon, 17 May 2010 00:00:00 GMT

Cisco has reported net sales of $10.4 billion (£7.2 billion) for the three month period to May 1st 2010.

'Room for improvement' in business intelligence application

Mon, 17 May 2010 00:00:00 GMT

Businesses are still in the early stages of maturing their use of business intelligence and performance management, it has been claimed.

Contact centre measurement tools 'must be used wisely'

Mon, 17 May 2010 00:00:00 GMT

Performance measurement criteria should complement each other rather than work as opposing forces in the contact centre, it has been suggested.

Altitude Software delivers Middle East contact centre seminar

Fri, 14 May 2010 00:00:00 GMT

Altitude Software has participated in the Middle East Contact Centre 2010 Exhibition and Conference.

Performance indicators 'depend on type of call operation'

Fri, 14 May 2010 00:00:00 GMT

Communication managers should consider a range of key performance indicators as they bid to analyse call centre performance, it has been suggested.

Elephant charity invests in call centre technology

Fri, 14 May 2010 00:00:00 GMT

A charity dedicated to saving Asian elephants from extinction and abuse is investing in call centre technology to improve the way it handles calls.

Teleopti to partner on expense management solution

Thu, 13 May 2010 00:00:00 GMT

CCT partner Teleopti has linked up with Avalon Global Solutions in a bid to improve the mobility of enterprise-level management worldwide.

Southern Rural Water benefits from unified communications

Thu, 13 May 2010 00:00:00 GMT

Utilities firm Southern Rural Water has successfully reduced technology costs by introducing unified communications technology, it has been reported.

Contact centres 'can benefit from management information'

Thu, 13 May 2010 00:00:00 GMT

Management information can prove beneficial to contact centres if it is used effectively, it has been claimed.

Avaya secures US Air Force service contract

Wed, 12 May 2010 00:00:00 GMT

Avaya has won a major new contract to provide information assurance, network assessment and engineering support to the United States Air Force.

Teleopti chief executive to stand down

Wed, 12 May 2010 00:00:00 GMT

Teleopti founder Nils Bildt is to stand down as chief executive of the company.

VoIP security 'now less of a concern'

Wed, 12 May 2010 00:00:00 GMT

Concerns over the security of Voice-over Internet Protocol (VoIP) technology have largely been overcome, it has been reported.

Avaya bolsters partner training programme

Tue, 11 May 2010 00:00:00 GMT

Avaya has announced improvements to its Connect channel training and certification programme.

Call centre technology 'helping firms drive revenue'

Tue, 11 May 2010 00:00:00 GMT

Businesses across Latin America are investing in call centre technology to improve the efficiency of their operations and drive revenue, it has been reported.

Bank Discount deploys IVR technology

Tue, 11 May 2010 00:00:00 GMT

Israel-based Bank Discount has invested in interactive voice response (IVR) technology in a bid to streamline customer services operations within its contact centre.

Call centre customers must be treated fairly

Tue, 11 May 2010 00:00:00 GMT

Contact centres must do everything they possibly can to treat customers fairly, it has been claimed.

Outdated technology can hamper call centres

Tue, 11 May 2010 00:00:00 GMT

Outdated call centre technology and poor implementation of policies can have a serious impact on the helpfulness of contact centre workers, it has been claimed.

Eastman Kodak Company deploys customer services technology

Mon, 10 May 2010 00:00:00 GMT

Eastman Kodak Company has selected a new customer services platform to help improve its business operations.

'Listening crucial' during sales pitches

Mon, 10 May 2010 00:00:00 GMT

Call centre agents can improve their sales technique by listening to the customer more, it has been reported.

Absa Group improves customer service via technology

Mon, 10 May 2010 00:00:00 GMT

A subsidiary of Barclays Bank has invested in call centre technology in a bid to improve customer service levels.

CCMA Awards 2010 Winners

Thu, 29 Apr 2010 00:00:00 GMT

Congratulations to Marc Ripley, Orange!

Volcano fails to halt Teleopti Global Forum

Tue, 20 Apr 2010 00:00:00 GMT

The Teleopti Global Forum is going ahead as planned today, despite the problems caused by the volcanic explosion in Iceland.

Technology spending planned among Avaya customers

Tue, 20 Apr 2010 00:00:00 GMT

Avaya customers plan to continue investing in business telecommunications over the coming year, a new study indicates.

Avaya set to showcase Data Solutions business unit

Tue, 20 Apr 2010 00:00:00 GMT

CCT partner Avaya is to showcase its latest call centre technology offerings at US networking trade event Interop, Las Vegas 2010.

Avaya wins Verizon Supplier Excellence Award

Mon, 19 Apr 2010 00:00:00 GMT

Business telecommunications giant Avaya has received the 2009 Verizon Supplier Excellence Award for Large Enterprise Solutions.

Wealth management firm adopts CRM technology

Mon, 19 Apr 2010 00:00:00 GMT

A Canadian-owned independent wealth management company has invested in customer relationship management (CRM) technology in a bid to improve service levels.

Outsourcer adopts call recording technology

Mon, 19 Apr 2010 00:00:00 GMT

A global outsourcing firm has invested in call recording and quality management technology in a bid to improve service levels.

Call centre workers 'could face English language test'

Fri, 16 Apr 2010 00:00:00 GMT

The Labour Party has announced plans to toughen up the entry criteria for individuals wishing to work in a public sector contact centre.

Collections agency deploys speech intelligence communications

Fri, 16 Apr 2010 00:00:00 GMT

Consumer collections agency Plaza Associates has adopted a new speech intelligence application to improve risk management and drive revenue, it has been revealed.

Flexible working 'helps reduce staff attrition'

Fri, 16 Apr 2010 00:00:00 GMT

Customer contact centres which implement flexible working practices are more likely to maintain high employee morale levels, it has been claimed.

Planning skills 'needed to maximise value of workforce management'

Thu, 15 Apr 2010 00:00:00 GMT

Workforce management technology alone cannot produce the planning customer contact centres need to maximise productivity, it has been reported.

Government services provider upgrades call centre technology

Thu, 15 Apr 2010 00:00:00 GMT

A leading provider of government services is to upgrade its call centre technology infrastructure, it has been reported.

Technology spending 'set to rise in 2010'

Thu, 15 Apr 2010 00:00:00 GMT

A new report has raised hopes of additional call centre technology investment during the course of 2010.

Energy firm seeks customer service improvements

Wed, 14 Apr 2010 00:00:00 GMT

US firm NorthWestern Energy is investing further in its communications infrastructure and web-based service channel, it has announced.

Firms 'underestimating staff attrition risks'

Wed, 14 Apr 2010 00:00:00 GMT

Many employers have little appreciation of the staff attrition risks they face during 2010, it has been reported.

On-premise unified communications 'a viable option'

Wed, 14 Apr 2010 00:00:00 GMT

In-house unified communications solutions may be the preferred option for many businesses operating in the customer contact sector, it has been suggested.

Avaya Contact Centre User Conference 2010

Tue, 13 Apr 2010 00:00:00 GMT

Avaya Contact Centre User Conference 2010

Kotak Group consolidates customer contact operation

Tue, 13 Apr 2010 00:00:00 GMT

An Indian financial services provider has centralised its contact centre operations, it has been reported.

Call-back schemes 'can help limit unauthorised absences'

Tue, 13 Apr 2010 00:00:00 GMT

Customer contact centres can use absence call-back schemes to monitor staff who phone in sick, it has been suggested.

Communication managers 'must be trained effectively'

Tue, 13 Apr 2010 00:00:00 GMT

The development of communication managers should be viewed as a key priority for any firm in the customer contact sector, it has been suggested.

Reduce staff attrition 'through flexible working'

Mon, 12 Apr 2010 00:00:00 GMT

Making flexible working options available to more workers can potentially help reduce staff attrition, it has been suggested.

Cisco investing in urban networking in Malaysia

Mon, 12 Apr 2010 00:00:00 GMT

Cisco is participating in a scheme designed to develop social, economic and environmental sustainability in Malaysia through connected communities, it has announced.

Unpaid leave 'may help retain call agents and limit absence'

Mon, 12 Apr 2010 00:00:00 GMT

Customer contact centres may be able to reduce unscheduled absences by implementing more flexible holiday schemes, it has been claimed.

Avaya 'improving sustainability in the UK'

Fri, 09 Apr 2010 00:00:00 GMT

Avaya's UK operation is taking steps to decrease its impact on the environment by switching to the use of hybrid paper, it has been reported.

Firms 'failing to gather the most valuable stats'

Fri, 09 Apr 2010 00:00:00 GMT

Many firms are falling down over performance measurement, according to one customer contact professional.

Avaya 'experiencing roadmap success'

Thu, 08 Apr 2010 00:00:00 GMT

Avaya is progressing well with its roadmap since the acquisition of Nortel Enterprise Solutions was finalised in December, according to one executive.

Communication managers urged to conduct return-to-work interviews

Thu, 08 Apr 2010 00:00:00 GMT

Return-to-work interviews can be useful in identifying absence problems at an early stage, it has been claimed.

Business VoIP market 'recovering well'

Thu, 08 Apr 2010 00:00:00 GMT

The business VoIP market is returning to health after a difficult 2009, it has been reported.

Cisco to upgrade Incheon's communications infrastructure

Wed, 07 Apr 2010 00:00:00 GMT

CCT partner Cisco is to help transform Incheon Metropolitan City into a high-tech, globally competitive and environmentally sustainable conurbation, it has been claimed.

Communication managers 'must keep agents in the loop'

Wed, 07 Apr 2010 00:00:00 GMT

Communication managers should always strive to keep their team members up-to-date with the latest developments within the business.

Unified communications 'must be carefully integrated'

Wed, 07 Apr 2010 00:00:00 GMT

Businesses must carefully consider how they implement unified communications technology, it has been suggested.

Avaya praised for ethical business practices

Tue, 06 Apr 2010 00:00:00 GMT

CCT partner Avaya has been named as one of the world's most ethical companies by the Ethisphere Institute.

Conversation with agents 'crucial in the contact centre'

Tue, 06 Apr 2010 00:00:00 GMT

Communication managers should engage in two-way conversation with customer contact agents as they bid to improve engagement levels, it has been claimed.

Unified communications is 'changing the call centre landscape'

Thu, 01 Apr 2010 00:00:00 GMT

Contact centres will no longer be the sole point of contact for customers and employees need to be made aware of this fact, it has been claimed.

HMRC sees call centre contact numbers rise

Thu, 01 Apr 2010 00:00:00 GMT

HM Revenue & Customs (HMRC) has cut the operating hours in its face-to-face enquries offices as people turn to its call centres and websites for answers to their queries.

Avaya DevConnect 'helping partner companies'

Thu, 01 Apr 2010 00:00:00 GMT

CCT partner Avaya is providing a number of call centre technology tools and capabilities to members of its DevConnect programme, the firm has stated.

Maximum fine increased for silent call makers

Thu, 01 Apr 2010 00:00:00 GMT

Companies which persistently make silent calls may now be fined up to £2 million, it has been announced.

Virgin Holidays wins customer contact commendation

Wed, 31 Mar 2010 00:00:00 GMT

Virgin Holidays has come out top in a new customer service survey.

Fifa creates World Cup call centre

Wed, 31 Mar 2010 00:00:00 GMT

The Fifa World Cup Ticketing Sub-Committee has opened a dedicated call centre for the booking of tournament tickets.

NICE urges firms to optimise customer dynamics

Wed, 31 Mar 2010 00:00:00 GMT

Call centre technology can help firms optimise their customer dynamics, enabling them to improve customer loyalty, retention, regulatory compliance and operational efficiency, it has been claimed.

Contact centres 'should wait longer before reverting to recorded messages'

Wed, 31 Mar 2010 00:00:00 GMT

Customer contact centres should allow the phone to ring for a while longer before directing inbound calls to a recorded message, it has been claimed.

Customer satisfaction in call centres is 'on the up'

Tue, 30 Mar 2010 00:00:00 GMT

Customer satisfaction in the call centre sector is 'on the up' following the recent global economic downturn.

Modern call centre 'requires intensive investment'

Tue, 30 Mar 2010 00:00:00 GMT

Call Care, a Cambridge-based handling services provider, has claimed it has side-stepped the recession and is experiencing a 400 per cent rise in business demand.

Charity Commission shakes up call centre operating hours

Tue, 30 Mar 2010 00:00:00 GMT

The Charity Commission has reduced the opening hours of its contact centre, in a move that is expected to save the organisation £100,000 a year.

Air Miles improves customer service with Altitude uCI

Tue, 30 Mar 2010 00:00:00 GMT

Coalition loyalty programme Air Miles has improved call handling within its customer service centre through the adoption of Altitude Software uCI.

Positive feedback 'crucial in the customer contact centre'

Tue, 30 Mar 2010 00:00:00 GMT

Communication managers should always seek to focus on the positive aspects of employees' work as they bid to ensure higher productivity rates, it has been suggested.

MPs want efficiency boosted at HMRC call centre

Mon, 29 Mar 2010 00:00:00 GMT

MPs have called on HM Revenue & Customs (HMRC) to improve efficiency at its national call centre.

Unified communications enhances customer and worker satisfaction

Mon, 29 Mar 2010 00:00:00 GMT

Opting for unified communications technology can dramatically enhance customer and worker satisfaction, it has been claimed.

NICE call centre technology deployed by UK outsourcer

Mon, 29 Mar 2010 00:00:00 GMT

NICE Systems call centre technology is being deployed by a UK outsourcer in a bid to help clients improve customer experience and loyalty rates.

Unscheduled breaks 'can help maintain agent morale'

Mon, 29 Mar 2010 00:00:00 GMT

Employee engagement may be improved by allowing agents to take breaks at the time of their liking, it has been claimed.

Healthcare group invests in call routing technology

Fri, 26 Mar 2010 00:00:00 GMT

Health and social care provider Advantage Healthcare Group has invested in call centre technology to deliver an out-of-hours customer contact service.

Firms 'need to improve customer experience'

Fri, 26 Mar 2010 00:00:00 GMT

Consumers are continuing to demand an enhanced customer experience from business relationships, a new study has indicated.

NICE technology aids Microsoft's server customers

Thu, 25 Mar 2010 00:00:00 GMT

NICE Systems is working alongside Microsoft customers to help the software provider's Communications Server 14 users optimise the value of customer interactions.

Valuing agents 'helps reduce staff attrition'

Thu, 25 Mar 2010 00:00:00 GMT

Communication managers must continually show employees how important they are to the business if they wish to reduce staff attrition, it has been suggested.

Healthcare providers benefit from Avaya IP Office

Thu, 25 Mar 2010 00:00:00 GMT

Avaya IP Office is helping many small and medium-sized healthcare providers to improve customer service levels, it has been suggested.

Carlsberg to invest in call centre technology

Wed, 24 Mar 2010 00:00:00 GMT

Carlsberg Group has announced plans to further invest in its telephony infrastructure.

Guidance on customer contact analytics 'sorely needed'

Wed, 24 Mar 2010 00:00:00 GMT

Businesses need more support to enable them to take advantage of customer contact analytics, it has been suggested.

Contact centres 'must raise standards to meet customer needs'

Tue, 23 Mar 2010 00:00:00 GMT

Companies must optimise value from a range of inter-related customer management disciplines if they wish to remain competitive, it has been suggested.

Customer contact professionals 'must be empathetic'

Tue, 23 Mar 2010 00:00:00 GMT

A new report has highlighted the characteristics associated with the most successful customer contact agents.

Gartner hails Avaya as a global contact centre leader

Tue, 23 Mar 2010 00:00:00 GMT

CCT partner Avaya has been positioned in the Gartner Magic Quadrant for Contact Centre Infrastructure Worldwide.

Spanish city council invests in customer contact services

Mon, 22 Mar 2010 00:00:00 GMT

Barcelona City Council has invested in an advanced SIP-enabled, multi-channel contact centre in order to improve customer service levels, it has been reported.

Industry recognition for Altitude uCI solution

Mon, 22 Mar 2010 00:00:00 GMT

Altitude Software's uCI solution has been voted the Contact Centre Product of the Year 2010 by the readers of the UK Network Computing magazine.

Training and preparation 'can reduce staff attrition'

Mon, 22 Mar 2010 00:00:00 GMT

Communication managers can help reduce staff attrition by ensuring agents are prepared for their first live appearance on the call centre floor, it has been claimed.

CCMA Manager of the Year nomination period closes today

Fri, 19 Mar 2010 00:00:00 GMT

The nomination period for the Call Centre Management Association (CCMA) Manager of the Year Awards closes today (Friday March 19th).

Customer contact sector 'offers great benefits'

Fri, 19 Mar 2010 00:00:00 GMT

An award-winning customer contact professional says the industry offers great career opportunities.

Avaya upgrades Acas telephony infrastructure

Fri, 19 Mar 2010 00:00:00 GMT

The Advisory, Conciliation and Arbitration Service (Acas) has upgraded its consumer helpline service by investing in call centre technology, it has been reported.

Sensible hiring 'crucial for contact centre operations'

Thu, 18 Mar 2010 00:00:00 GMT

Communication managers can help keep staff attrition levels to a minimum in the future by making sensible recruitment decisions, it has been suggested.

Local authority 'committed to contact centre solutions'

Thu, 18 Mar 2010 00:00:00 GMT

Rushcliffe Borough Council has committed to further call centre technology investment as it bids to improve customer service levels and increase efficiencies.

Auction firm deploys Avaya call centre technology

Thu, 18 Mar 2010 00:00:00 GMT

Ritchie Bros. Auctioneers – the world's largest industrial auctioneer – has used Avaya call centre technology to create a new unified communications environment.

Avaya CEO to deliver speech on enterprise communications

Thu, 18 Mar 2010 00:00:00 GMT

Kevin Kennedy is to deliver the opening keynote address at the upcoming VoiceCon Orlando 2010 enterprise communications conference and exhibition, it has been announced.

VoIP penetration 'strongest in public sector'

Wed, 17 Mar 2010 00:00:00 GMT

VoIP uptake is strongest in the public sector, according to new research from the US.

Avaya CEO to deliver speech on enterprise communications

Wed, 17 Mar 2010 00:00:00 GMT

The introduction of fit notes should help businesses reduce levels of absenteeism, it has been suggested.

Avaya CEO to deliver speech on enterprise communications

Wed, 17 Mar 2010 00:00:00 GMT

Kevin Kennedy is to deliver the opening keynote address at the upcoming VoiceCon Orlando 2010 enterprise communications conference and exhibition, it has been announced.

Natural conversation style 'needed by agents'

Wed, 17 Mar 2010 00:00:00 GMT

Outbound call agents who stick rigidly to written scripts are unlikely to prove successful in making sales over the phone, it has been claimed.

Contact centres 'should embrace self-service technology'

Tue, 16 Mar 2010 00:00:00 GMT

Customer contact centres should be prepared to introduce self-service technology to streamline agent processes, according to one expert.

Unified communications 'offers various benefits to users'

Tue, 16 Mar 2010 00:00:00 GMT

Businesses can benefit in a number of ways through the deployment of unified communications (UC) technology, it has been suggested.

Avaya aiming to enhance Aura solution

Tue, 16 Mar 2010 00:00:00 GMT

Avaya is to further invest in the development of integrated video, voice and collaboration solutions, it has been announced.

Avaya upgrades IP Office solution

Mon, 15 Mar 2010 00:00:00 GMT

CCT partner Avaya has introduced a new release of Avaya IP Office to the market.

Focusing on customer experience 'crucial for sales agents'

Mon, 15 Mar 2010 00:00:00 GMT

Outbound call agents should attempt to focus on the customer experience when selling over the phone, it has been suggested.

Call centre firm commits to agent training

Fri, 12 Mar 2010 00:00:00 GMT

Garlands Call Centres has introduced a series of new training and qualification programmes as it bids to encourage professional development.

Hospital System deploys unified communications

Fri, 12 Mar 2010 00:00:00 GMT

Parkland Health & Hospital System has invested in unified communications to enhance patient care and reduce costs, it has been reported.

Southwest Gas deploys IP communications suite

Thu, 11 Mar 2010 00:00:00 GMT

Energy provider Southwest Gas has deployed a new IP-based communications software suite, it has been announced.

Agents urged to use conversational sales techniques

Thu, 11 Mar 2010 00:00:00 GMT

Conversational selling techniques can help outbound call agents maximise the value of customer relationships, it has been claimed.

American Airlines deploys NICE Systems technology

Wed, 10 Mar 2010 00:00:00 GMT

NICE Systems has deployed call centre technology to help improve service levels offered by American Airlines, it has been reported.

CCT partner positioned in Gartner's Magic Quadrant

Wed, 10 Mar 2010 00:00:00 GMT

Altitude Software has been positioned in Gartner's Magic Quadrant for Contact Centre Infrastructure, it has been announced.

County council honoured with ICS ServiceMark

Tue, 09 Mar 2010 00:00:00 GMT

Shropshire Council has been awarded the Institute of Customer Service's (ICS) accreditation mark, it has been revealed.

VoIP 'to become the standard for telephony infrastructures'

Tue, 09 Mar 2010 00:00:00 GMT

Voice-over Internet Protocol (VoIP) technology will eventually become the communications norm for all businesses, it has been suggested.

Housing associations upgrade communications infrastructures

Tue, 09 Mar 2010 00:00:00 GMT

Accord and Ashram housing associations have invested in new communications infrastructures in order to improve customer service levels.

Outbound dialing market 'continues to grow'

Mon, 08 Mar 2010 00:00:00 GMT

The worldwide outbound dialing market was worth $440 million (£290 million) in 2008, a new report has indicated.

Desktop automation 'helps sales agents'

Mon, 08 Mar 2010 00:00:00 GMT

Sales agents require suitable desktop technology if they are to be as productive as possible, one expert has suggested.

Training locations 'should be different where possible'

Fri, 05 Mar 2010 00:00:00 GMT

Communication managers are advised to conduct training away from employees' normal workspace, according to one industry expert.

NICE launches new customer insights methodology

Fri, 05 Mar 2010 00:00:00 GMT

NICE Systems has launched a new methodology for improving collaboration between businesses and consumers via phone, email, chat, and social media.

Customer contact agents 'should handle complaints at first point of contact'

Fri, 05 Mar 2010 00:00:00 GMT

Customer contact agents must be equipped with the knowledge required to handle complaints, it has been suggested.

Call queue solution deployed by Scottish Power

Thu, 04 Mar 2010 00:00:00 GMT

International energy provider Scottish Power has attempted to improve customer service levels by deploying a new queue-management solution.

Credit union invests in workforce management technology

Thu, 04 Mar 2010 00:00:00 GMT

The Three Rivers Federal Credit Union (TRFCU) has invested in new workforce management technology, it has been announced.

Extra sales training 'vital for new starters'

Thu, 04 Mar 2010 00:00:00 GMT

Communication managers may be able to improve sales conversion rates by increasing the amount of training provided to new starters, it has been claimed.

Smart meter provider invests in workforce management solutions

Wed, 03 Mar 2010 00:00:00 GMT

Gas and electricity metering solutions provider OnStream has deployed workforce management technology in a bid to improve employee productivity.

Smart invests in virtual call centre technology

Wed, 03 Mar 2010 00:00:00 GMT

Telemarketing company Smart has invested in new call centre technology to help it move to a new virtual contact centre model.

NICE Systems enjoys 11% revenue growth during Q4

Tue, 02 Mar 2010 00:00:00 GMT

NICE Systems saw revenues increase by 11 per cent during the final quarter of 2009, it has been reported.

Avaya launches unified communications solutions for healthcare providers

Tue, 02 Mar 2010 00:00:00 GMT

Business telecommunications giant Avaya has launched a new range of call centre technology solutions targeted speci

Deadline for CCMA awards nominations approaching

Tue, 02 Mar 2010 00:00:00 GMT

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 Award

Communication manager shortlisted for national award

Mon, 01 Mar 2010 00:00:00 GMT

A travel agency communication manager has been nominated for Call Centre Manager of the Year in the Agent Achievement Awards.

VoIP growth 'to be driven by several factors'

Mon, 01 Mar 2010 00:00:00 GMT

A number of factors are set to contribute to an increase in the rate of growth within the Voice-over Internet Protocol (VoIP) market, it has been suggested.

AllPoints Food invests in call centre technology

Mon, 01 Mar 2010 00:00:00 GMT

AllPoints Food Service Parts & Supplies has invested in call centre technology to improve its customer services operation.

Call centre technology investments 'to continue'

Fri, 26 Feb 2010 00:00:00 GMT

Businesses will continue to invest in call centre technology as the year progresses, it has been reported.

US customer contact centres 'lacking multichannel offerings'

Fri, 26 Feb 2010 00:00:00 GMT

North American contact centres are failing to provide effective multichannel customer service, a new study has indicated.

Automation 'can reduce the burden on live agents'

Fri, 26 Feb 2010 00:00:00 GMT

Customer contact centres should invest in automation technology if they are struggling to cope with inbound call volumes, it has been suggested.

Avaya awarded sustainability star for Olympic network

Thu, 25 Feb 2010 00:00:00 GMT

Avaya has received a collaborative Sustainability Star for the deployment and innovation of the all-IP communications structure for Vancouver 2010.

VoIP subscriptions 'rose by 15% last year'

Thu, 25 Feb 2010 00:00:00 GMT

The number of people subscribing to Voice-over Internet Protocol (VoIP) systems rose by 15 per cent last year, a new study has indicated.

Agents 'should put questions into context'

Thu, 25 Feb 2010 00:00:00 GMT

Customer contact professionals should ensure they always frame questions effectively, it has been suggested.

New online technology implemented by Bank of America Merrill Lynch

Wed, 24 Feb 2010 00:00:00 GMT

Bank of America Merrill Lynch is embracing new workplace technology in order to benefit its corporate account holders.

Single dedicated customer contact centre for Ipswich Borough Council

Wed, 24 Feb 2010 00:00:00 GMT

Ipswich Borough Council has chosen to centralise its customer contact operation in order to improve the customer experience

Local council virtualises voice network

Wed, 24 Feb 2010 00:00:00 GMT

Ashford Borough Council Local Authority has invested in a virtualised voice infrastructure in a bid to improve service levels.

Agent training ' a must in call centres'

Wed, 24 Feb 2010 00:00:00 GMT

Communication managers must ensure they commit to providing effective staff training, according to one expert.

VoIP 'to become a universal technology'

Wed, 24 Feb 2010 00:00:00 GMT

Voice-over Internet Protocol (VoIP) technology could be almost standard among businesses by the end of the decade, it has been predicted.

Professional development plans 'can encourage employee retention'

Tue, 23 Feb 2010 00:00:00 GMT

Committing to individuals' professional development can help communication managers reduce staff attrition, it has been suggested.

Fast response times 'key to customer experience'

Tue, 23 Feb 2010 00:00:00 GMT

Contact centres should attempt to make response times as fast as possible as they aim to improve customer service levels, it has been claimed.

Australian Unity to invest in customer relationship management technology

Mon, 22 Feb 2010 00:00:00 GMT

Australian Unity has announced plans to invest in customer relationship management (CRM) and workflow solutions.

John Lewis invests in cross-channel technology

Mon, 22 Feb 2010 00:00:00 GMT

High street store John Lewis has deployed new call centre technology in a bid to improve efficiencies and customer

Extra holiday rewards 'can help reduce staff attrition'

Mon, 22 Feb 2010 00:00:00 GMT

Customer contact centres may be able to reduce staff attrition by offering additional holiday entitlement to high-performing emplo

Caller feedback 'helps quality monitoring'

Mon, 22 Feb 2010 00:00:00 GMT

Obtaining customer feedback is an important way of ensuring a high quality customer experience in the contact centre, it has been claimed.

Productivity can be boosted with unified communications

Fri, 19 Feb 2010 00:00:00 GMT

Firms can easily boost their productivity by adopting unified communications systems, it has been claimed.

Modern contact centres need to deal with legacy issues

Thu, 18 Feb 2010 00:00:00 GMT

Modern call centres need to deal with a myriad of legacy issues if they are to adapt to the changing marketplace, it has been claimed.

New health communications hub for Wales

Thu, 18 Feb 2010 00:00:00 GMT

A new health communications hub has been proposed for the south-east of Wales.

Call centre co-operatives planned by Tories

Wed, 17 Feb 2010 00:00:00 GMT

Call centre co-operatives have been proposed by the Conservative Party for public call centre workers.

VoIP market 'to continue growing'

Tue, 16 Feb 2010 00:00:00 GMT

UK businesses will continue to adopt Voice-over Internet Protocol (VoIP) solutions over the next few years, it has been suggested.

Customer self-service solutions 'must be correctly deployed'

Tue, 16 Feb 2010 00:00:00 GMT

Businesses can use customer self-service technology to reduce costs and improve the customer experience – but only when they are correctly deployed.

Communications managers 'must talk to their team members'

Tue, 16 Feb 2010 00:00:00 GMT

Communication managers must enter into constant dialogue with their team members as they bid to keep performance levels high, it has been claimed.

Avaya: Firms must embrace green practices

Mon, 15 Feb 2010 00:00:00 GMT

It is more important than ever that UK businesses have well-formed green strategies, according to one expert.

Utilities firm invests in IT to support archiving strategy

Mon, 15 Feb 2010 00:00:00 GMT

Severn Trent Water is implementing a document and data archiving strategy as it invests in a new enterprise resource planning system.

Call agents 'must sound natural over the phone'

Mon, 15 Feb 2010 00:00:00 GMT

Agents can generate an improved rapport with customers by sounding natural over the phone, it has been suggested.

Avaya makes key call centre appointment

Fri, 12 Feb 2010 00:00:00 GMT

CCT partner Avaya has appointed a new vice-president of its Americas International sales operation.

Delegating tasks 'a key part of communication management'

Fri, 12 Feb 2010 00:00:00 GMT

Communication managers can improve their leadership style by trusting customer contact agents to resolve service issues, it has been suggested.

Cheshire Building Society makes call centre technology investment

Fri, 12 Feb 2010 00:00:00 GMT

Cheshire Building Society has invested in a new telephony infrastructure in a bid to improve custo

Legacy CRM systems 'not up to the job'

Thu, 11 Feb 2010 00:00:00 GMT

Traditional customer relationship management (CRM) solutions are holding many companies back as they aim to improve service levels, it has been reported.

Avaya call centre technology supports Winter Olympics network

Thu, 11 Feb 2010 00:00:00 GMT

CCT partner Avaya has supplied call centre technology to the Vancouver Organising Committee for the 2010 Olympic an

Outbound selling 'requires agent confidence'

Thu, 11 Feb 2010 00:00:00 GMT

Confidence is the key for agents engaging in outbound sales activity, it has been suggested.

Manufacturer invests in unified communications

Wed, 10 Feb 2010 00:00:00 GMT

SMC Pneumatics UK has invested in new unified communications solution in a bid to create efficiencies and enable more collaborative working between employees.

Valuable feedback 'can be gathered during every call'

Wed, 10 Feb 2010 00:00:00 GMT

Call centres should view each customer interaction as an opportunity to gather feedback and business intelligence, it has been suggested.

Avaya one-X Agent receives industry recognition

Tue, 09 Feb 2010 00:00:00 GMT

Enterprise communications giant Avaya has received a 2009 Product of the Year Award from Technology Marketing Corporation's Cust

Reducing employee incentives 'can encourage staff attrition'

Tue, 09 Feb 2010 00:00:00 GMT

Cutting back on employee perks such as free hot refreshments could inadvertently encourage staff attrition.

Responding to complaints 'essential for customer retention'

Tue, 09 Feb 2010 00:00:00 GMT

Customer contact firms are risking customer attrition by failing to respond to complaints, it has been reported.

Cisco reports 'outstanding' quarterly profits

Mon, 08 Feb 2010 00:00:00 GMT

Business networking giant Cisco has reported profits of $1.9 billion (£1.2 billion) for the November to January quarter.

Firms urged to invest in quality management solutions

Mon, 08 Feb 2010 00:00:00 GMT

Quality management technology has become an essential tool in the customer contact centre, it has been reported.

Business continuity 'should always be a priority'

Mon, 08 Feb 2010 00:00:00 GMT

Communication managers cannot afford to make business continuity anything other than a priority, it has been suggested.

Chinese bank invests in unified communications

Fri, 05 Feb 2010 00:00:00 GMT

The Bank of Beijing Co has deployed a new unified communications solution in a bid to improve its customer service operations.

Customer contact centres 'must not ignore emails'

Fri, 05 Feb 2010 00:00:00 GMT

If customer contact centres offer multichannel communications, they must ensure that a response is provided to every single enquiry.

Unum invests in IP communications suite

Fri, 05 Feb 2010 00:00:00 GMT

Employment benefits specialist Unum has invested in a new IP communications software suite, it has been announced.

NICE Perform 3.2 becomes Avaya-certified

Thu, 04 Feb 2010 00:00:00 GMT

NICE Systems has received the Avaya Certification Award for its NICE Perform 3.2 product, it has been revealed.

Professional development opportunities 'can help reduce staff attrition'

Thu, 04 Feb 2010 00:00:00 GMT

Businesses seeking to grow with the improving economy must work harder to retain and develop talented employees, it has been suggested.

Reduce staff attrition through employee engagement

Thu, 04 Feb 2010 00:00:00 GMT

Communication managers can increase productivity, improve service levels and reduce staff attrition by successfully engaging employees.

Altitude IP Contact Centre wins industry award

Wed, 03 Feb 2010 00:00:00 GMT

Altitude's IP Contact Centre solution has received a Best of Show Award, it has been announced.

Call centre technology 'to aid Australian census'

Wed, 03 Feb 2010 00:00:00 GMT

The Australian Bureau of Statistics (ABS) has invested in new call centre technology systems ahead of the 2011 census.

Business communications 'will keep developing'

Tue, 02 Feb 2010 00:00:00 GMT

The business communications sector will see continued innovation over the next ten years, it has been suggested.

Cisco technology boosts university network

Tue, 02 Feb 2010 00:00:00 GMT

A US university has invested in Cisco technology to improve the learning options available to students, especially those with physical disabilities.

Multichannel offering 'crucial for contact centres'

Tue, 02 Feb 2010 00:00:00 GMT

Contact centres must adopt multichannel communication strategies in order to meet the expectations of young people, it has been suggested.

Gartner: CRM investments planned for 2010

Mon, 01 Feb 2010 00:00:00 GMT

UK firms are continuing to invest in customer relationship management (CRM) solutions, it has been reported.

Firms striving to reduce staff attrition

Mon, 01 Feb 2010 00:00:00 GMT

With staff attrition set to cost UK firms at least £1 billion in 2010, many firms are attempting to encourage employee retention, it

Energy firm invests in Cisco unified communications

Mon, 01 Feb 2010 00:00:00 GMT

International energy firm JGC Corporation is investing in new IP unified communications technology, it has been revealed.

Cisco launches 2010 technology innovation contest

Fri, 29 Jan 2010 00:00:00 GMT

Cisco has announced plans to launch of the second I-Prize contest, an open global innovation competition.

Mountain Glacier deploys new call technology

Fri, 29 Jan 2010 00:00:00 GMT

Drinks distributor Mountain Glacier has invested in call centre technology to improve its inbound, outbound and multimedia capabilities.

Arsenal FC improves customer service through call centre technology

Fri, 29 Jan 2010 00:00:00 GMT

Premier League title-chasers Arsenal FC have also been scoring goals off the field courtesy of a new telephony infrastructure, it has been reported.

Workplace exercise 'can limit health problems'

Fri, 29 Jan 2010 00:00:00 GMT

Communication managers should ensure they offer guidance to limit workplace aches and pains, it has been suggested.

Workforce management sector 'rides out the recession'

Thu, 28 Jan 2010 00:00:00 GMT

Despite the recession, 2009 proved to be a good year for the contact centre workforce optimisation (WFO) market.

Avaya: Virtualisation can help free up managers' time

Thu, 28 Jan 2010 00:00:00 GMT

UK businesses can help improve customer service levels by investing in desktop virtualisation, it has been claimed.

Metrics use 'changing within the contact centre'

Thu, 28 Jan 2010 00:00:00 GMT

The way call and contact centres use performance metrics is changing within the customer contact industry, it has been suggested.

'Honesty important for customer contact agents'

Thu, 28 Jan 2010 00:00:00 GMT

Contact centres should inform the customer as quickly as possible if they realise an agent has provided incorrect advice, it has been claimed.

Clear attendance policies 'can help limit absence'

Wed, 27 Jan 2010 00:00:00 GMT

Customer contact operations must ensure they have a clear attendance policy that is communicated to all staff, one expert has stated.

Avaya UC investment saves money for textiles firm

Wed, 27 Jan 2010 00:00:00 GMT

Investing in Avaya call centre technology has enabled a commercial textile company to achieve a 50 per cent drop in

National Belgian Railway invests in Altitude technology

Wed, 27 Jan 2010 00:00:00 GMT

Altitude Software has been selected to provide call centre technology for the National Belgian Railway, it has been reported.

Avaya deploys call centre technology for Whirlpool

Wed, 27 Jan 2010 00:00:00 GMT

Avaya has completed a call centre technology implementation on behalf of the Whirlpool Corporation, it has been rep

Clear attendance policies 'can help limit absence'

Wed, 27 Jan 2010 00:00:00 GMT

Technology award presented to Avaya

Tue, 26 Jan 2010 00:00:00 GMT

Avaya has achieved certification under the JD Power and Associates Certified Technology Service & Support (CTSS) Programme.

Property firm invests in CRM technology

Tue, 26 Jan 2010 00:00:00 GMT

Commercial real estate firm Mercer Oak Realty has invested in a new customer relationship management (CRM) system, it has been reported.

Avaya happy with strength of NES data products

Tue, 26 Jan 2010 00:00:00 GMT

Avaya is to adopt the current roadmap of Nortel Enterprise Solutions (NES) data products in its entirety.

CRM technology helps London council save time and money

Tue, 26 Jan 2010 00:00:00 GMT

The London Borough of Brent has deployed call centre technology in a bid to better manage and record calls.

Delegates ready for Cisco Live 2010

Mon, 25 Jan 2010 00:00:00 GMT

Cisco has announced the agenda for its Networkers at Cisco Live 2010 event, which is set to take place in Barcelona this week.

IP communications helps pharmacy chain reduce costs

Mon, 25 Jan 2010 00:00:00 GMT

Pharmacy firm A-Med Health Care has seen cost savings and improved customer service since the deployment of IP communications technology.

NICE technology helps US firm retain customers

Mon, 25 Jan 2010 00:00:00 GMT

US wireless solutions provider Cincinnati Bell has deployed NICE Systems' call centre technology in a bid to improve customer retention rates.

Avaya to integrate Nortel solutions

Mon, 25 Jan 2010 00:00:00 GMT

Avaya has announced plans to converge the BCM, Norstar, PARTNER and Integral 5 call centre technology solutions wit

Altitude launches business continuity application

Fri, 22 Jan 2010 00:00:00 GMT

Altitude Software has unveiled a new call centre technology application designed to ensure business continuity within the

Avaya Aura 'key to the roadmap'

Fri, 22 Jan 2010 00:00:00 GMT

Avaya Aura will be positioned at the heart of the firm's contact centre portfolio as it implements its roadmap for the future.

Communication managers 'must engage employees'

Fri, 22 Jan 2010 00:00:00 GMT

Communication managers with "the personal touch" are most likely to be successful in business, it has been claimed.

Reward scheme 'boosts' contact centre morale

Thu, 21 Jan 2010 00:00:00 GMT

A UK contact centre is recognising the achievements its staff through a Reward and Recognition incentive scheme.

Avaya roadmap 'will help firms embrace technology innovation'

Thu, 21 Jan 2010 00:00:00 GMT

Avaya's roadmap will help customers move forward, making the most of their call centre technology investments, the firm claims.

Teleopti 'enjoyed a successful 2009 despite downturn'

Thu, 21 Jan 2010 00:00:00 GMT

CCT partner Teleopti has remained profitable despite the recession, it has been reported.

Web service provider adopts virtual call centre technology

Wed, 20 Jan 2010 00:00:00 GMT

Leading web media firm Internet Brands has invested in a new virtual contact centre suite, it has been revealed.

Home working 'can help portray a professional image'

Wed, 20 Jan 2010 00:00:00 GMT

Home working can not only help call centres reduce overhead costs, but also make them appear more professional, it has been claimed.

CCMA invites communication manager award nominations

Wed, 20 Jan 2010 00:00:00 GMT

Nominations are now being welcomed for the various categories in the Call Centre Management Association (CCMA) awards, it has been announced.

Avaya to integrate Nortel products into portfolio

Wed, 20 Jan 2010 00:00:00 GMT

Avaya has outlined its roadmap for the future, explaining how products and services offered by the recently-acquired Nortel Enterprise Solutions (NES) will be integrated with its existing offerings.

Avaya release integrated Product Roadmap

Wed, 20 Jan 2010 00:00:00 GMT

Avaya release integrated Product Roadmap

Utilities firm receives customer service nomination

Tue, 19 Jan 2010 00:00:00 GMT

Wessex Water has been shortlisted for the Citizens Advice Customer Service Award, it has been revealed.

Customers 'desire 24/7 service from contact centres'

Tue, 19 Jan 2010 00:00:00 GMT

Contact centres which offer 24/7 customer service are most likely to see high levels of customer satisfaction, it has been reported.

Call centre workers 'most likely to date colleagues'

Tue, 19 Jan 2010 00:00:00 GMT

Call centre workers have been identified as the professionals most likely to enter into a relationship with a work colleague.

Duty-free retailer deploys Altitude technology

Mon, 18 Jan 2010 00:00:00 GMT

Duty-free retailer Dufry has used Altitude Software call centre technology to improve customer service within

VoIP benefits 'recognised more and more'

Mon, 18 Jan 2010 00:00:00 GMT

Use of Voice-over Internet Protocol (VoIP) technology will increase among businesses as its benefits become more apparent.

Agents 'must avoid autopilot mode'

Mon, 18 Jan 2010 00:00:00 GMT

Customer contact agents can take a number of steps to avoid entering auto-pilot mode, it has been suggested.

Undervaluing employees 'increases staff attrition risks'

Fri, 15 Jan 2010 00:00:00 GMT

Communication managers must concentrate on making employees feel valued as the economic recovery begins, it has been suggested.

Customer self-service is popular, study asserts

Fri, 15 Jan 2010 00:00:00 GMT

A new study has indicated that consumers rate customer self-service higher than live agents for some straightforward interactions.

Call centres urged to solve service problems

Fri, 15 Jan 2010 00:00:00 GMT

Being put on hold for an indefinite amount of time is the biggest consumer frustration with UK call centres, a new study has revealed.

Avaya - Consumers are the best judge of customer service

Thu, 14 Jan 2010 00:00:00 GMT

Businesses cannot trick consumers into thinking they offer better customer service than they actually do, one telecommunications expert has stated.

Agents urged to make each caller feel valued

Thu, 14 Jan 2010 00:00:00 GMT

Every call handled by a customer contact professional should appear to be their first – in terms of interest and enthusiasm.

VoIP 'offers significant cost savings'

Thu, 14 Jan 2010 00:00:00 GMT

Customer contact operations which ignore Voice-over Internet Protocol (VoIP) technology could

Scottish council invests in call centre technology

Wed, 13 Jan 2010 00:00:00 GMT

A Scottish local government authority has invested in a new contact centre platform, it has been revealed.

Bad weather proves costly for UK firms

Wed, 13 Jan 2010 00:00:00 GMT

Just half of the UK workforce made it into the office on Tuesday January 5th as snow gripped the country, it has been reported.

NICE TotalView helping Irish customer contact firm

Wed, 13 Jan 2010 00:00:00 GMT

An Irish contact centre is benefiting from the use of NICE Systems' TotalView workforce management solution, it has been reported.

CRM deployment for Lloyds Banking Group

Tue, 12 Jan 2010 00:00:00 GMT

The Lloyds Banking Group has invested in customer relationship management software, it has been revealed.

Customers happy with CCA member service delivery

Tue, 12 Jan 2010 00:00:00 GMT

Customer Contact Association (CCA) members are proving popular with customers in terms of the service delivered through contact centres, it has been reported.

AA invests in virtual contact centre

Tue, 12 Jan 2010 00:00:00 GMT

The Automobile Association (AA) is integrating its communications infrastructure courtesy of a new virtual contact centre, it has been reported.

Avaya - Customer service more crucial than ever

Mon, 11 Jan 2010 00:00:00 GMT

Customer service should be viewed as the primary business for all companies and organisations, one telecommunications expert has suggested.

Workforce management technology 'improves staff scheduling'

Mon, 11 Jan 2010 00:00:00 GMT

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.

Buying unified communication systems is getting more complicated

Fri, 08 Jan 2010 00:00:00 GMT

Purchasing unified communications systems is getting more complicated for small businesses, it has been claimed.

Call centre colour trends for 2010

Fri, 08 Jan 2010 00:00:00 GMT

Call centre interior design trends tend to take their inspiration from catwalk fashion, it has been claimed.

New Year contact centre wish list from consumers

Thu, 07 Jan 2010 00:00:00 GMT

New research conducted by YouGov on behalf of RightNow has outlined the top eight customer service tips for 2010.

Unified communications can help with disaster recovery

Thu, 07 Jan 2010 00:00:00 GMT

The tough economic conditions experienced in 2009 have forced many companies to put their disaster recovery plans "on the back burner", it has been claimed.

Consolidation 'will continue' in the VoIP sector

Wed, 06 Jan 2010 00:00:00 GMT

The VoIP sector experienced a large amount of consolidation in 2009, with a number of large companies swallowing up smaller players, it has been claimed.

Cambridgeshire police delighted with call centre performance

Wed, 06 Jan 2010 00:00:00 GMT

Cambridgeshire police has announced its delight at the strong performance of its call centre over the course of 2009.

Major growth expected in VoIP sector

Tue, 05 Jan 2010 00:00:00 GMT

Unified communications such as VoIP have already experienced substantial growth in the past decade and the trend looks set to continue, according to one industry

Call centres need to 'measure success more effectively'

Tue, 05 Jan 2010 00:00:00 GMT

For call centres to continue to thrive and boost customer satisfaction they need to get better at measuring successes, it has been claimed.

Video conferencing growth expected

Mon, 04 Jan 2010 00:00:00 GMT

Video conferencing is expected to grow in the coming years as more and more businesses adopt the technology.

Small team thinking could benefit larger operations

Mon, 04 Jan 2010 00:00:00 GMT

Small team thinking at large call centre operations could pay dividends, it has been claimed.

Team briefings 'can help improve agent performance'

Thu, 31 Dec 2009 00:00:00 GMT

Communication managers should be proactive as they bid to instill good practice within the contact centre, it has been claimed.

Cisco completes Starent Networks acquisition

Wed, 30 Dec 2009 00:00:00 GMT

CCT partner Cisco has completed its acquisition of Starent Networks, a supplier of Internet Protocol (IP)-based mobile infrastructure solutions.

Unified communications helps firm enhance storage capability

Wed, 30 Dec 2009 00:00:00 GMT

Global Crossing has invested in an enhanced unified communications solution to improve its data storage capability.

UK firms 'must manage customer expectations'

Tue, 29 Dec 2009 00:00:00 GMT

Improving web-based customer service operations must be a priortiy for many businesses in the new year, it has been suggested.

Customers 'appreciate honest and realistic agents'

Tue, 29 Dec 2009 00:00:00 GMT

Agents should always aim to be realistic in their dealings with consumers, it has been suggested.

Avaya 'remains financially strong'

Thu, 24 Dec 2009 00:00:00 GMT

Business telecommunications firm Avaya has maintained a healthy balance sheet during the economic downturn, it has been claimed.

Call centres 'require full view of the customer'

Thu, 24 Dec 2009 00:00:00 GMT

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.

Firms 'continued to invest in technology during 2009'

Wed, 23 Dec 2009 00:00:00 GMT

Investment in technology has remained important in the small business sector during 2009, a new study indicates.

Small gifts 'can help build customer loyalty'

Wed, 23 Dec 2009 00:00:00 GMT

Businesses help establish customer loyalty by offering small complimentary gifts to clients, it has been claimed.

US bank deploys NICE Systems technology

Tue, 22 Dec 2009 00:00:00 GMT

US bank BB&T has deployed NICE's SmartCenter suite in a bid to improve customer service levels, it has been announced.

Teleopti opens new office in Paris

Tue, 22 Dec 2009 00:00:00 GMT

CCT partner Teleopti has continued its growth strategy by opening a new office in Paris.

Avaya completes Nortel acquisition

Tue, 22 Dec 2009 00:00:00 GMT

Business telecommunications firm Avaya has concluded its protracted takeover of Nortel Enterprise Solutions (NES).

UC technology helps Northampton Borough Council

Mon, 21 Dec 2009 00:00:00 GMT

Northampton Borough Council has won the UK's Customer Service Excellence award after making a series of call centr

Firms 'continuing to invest in call routing'

Mon, 21 Dec 2009 00:00:00 GMT

Businesses have continued to invest in inbound contact routing systems despite the recession, it has been reported.

Agent honesty 'crucial for customer experience'

Mon, 21 Dec 2009 00:00:00 GMT

Customer service agents should ensure they are open and honest with callers at all times, one expert has advised.

Nominees announced for Contact Centre Innovation Awards

Fri, 18 Dec 2009 00:00:00 GMT

The shortlist for the Contact Centre Innovation Awards 2010 has been published, naming 19 customer contact firms who have delivered excellent financial results this year in difficult tradin

Study reports reduced staff attrition rates during 2009

Fri, 18 Dec 2009 00:00:00 GMT

A new study has pointed to reduced staff attrition rates in the customer contact industry during 2009.

Contact centres 'spending millions verifying caller information'

Fri, 18 Dec 2009 00:00:00 GMT

A new study has highlighted the amount of money contact centres spend verifying personal information provided by the caller.

Avaya Completes Acquisition of Nortel Enterprise Solutions

Fri, 18 Dec 2009 00:00:00 GMT

Avaya Completes Acquisition of Nortel Enterprise Solutions

CRM improves response times at local council

Thu, 17 Dec 2009 00:00:00 GMT

Melton Borough Council has managed to improve customer service levels using call centre technology, it has rep

Call agents 'should understand customer needs'

Thu, 17 Dec 2009 00:00:00 GMT

Contact centre agents should shape the customer service experience to satisfy individual callers, it has been suggested.

Call centres 'struggling to find skilled employees'

Thu, 17 Dec 2009 00:00:00 GMT

Many contact centres are struggling to hire agents with the required level of IT competence, it has been suggested.

Voice 'set to lose market dominance by 2012'

Wed, 16 Dec 2009 00:00:00 GMT

A new study indicates that customer contact firms are increasingly moving towards multichannel communication setups.

DHT invests in workforce management solution

Wed, 16 Dec 2009 00:00:00 GMT

Canadian firm Dependable HomeTech (DHT) has invested in a workforce management solution in a bid to maximise the productivity of its customer contact staff.

Call routing to reduce AA customer waiting times

Wed, 16 Dec 2009 00:00:00 GMT

The Automobile Association (AA) has announced plans to invest in a new contact centre infrastructure designed to

Long-term outlook 'positive for VoIP deployments'

Tue, 15 Dec 2009 00:00:00 GMT

The VoIP equipment market is to benefit from continued business take-up of unified communications solutions, an analyst firm has claimed.

Research firm reports UC market growth

Tue, 15 Dec 2009 00:00:00 GMT

The unified communications (UC) market expanded during the third quarter of this year, it has been reported.

RASE adopts unified communications technology

Tue, 15 Dec 2009 00:00:00 GMT

The Royal Agricultural Society of England (RASE) has made a new call centre technology deployment, investing in a unified communications solution.

Call centre workers 'more educated and motivated than ever'

Mon, 14 Dec 2009 00:00:00 GMT

The call centre workforce is becoming increasingly well-educated and intelligent, it has been reported.

National Customer Service Awards winners named

Mon, 14 Dec 2009 00:00:00 GMT

Communication manager Anthony Devane of American Express has been named as Customer Service Leader of the Year.

Council deploys CRM to boost service levels

Fri, 11 Dec 2009 00:00:00 GMT

A local government office has deployed customer relationship management technology to improve its front-line service provision.

Agent engagement 'influences customer satisfaction'

Fri, 11 Dec 2009 00:00:00 GMT

Agent engagement holds the key to providing an excellent customer experience, it has been claimed.

Word-of-mouth 'helps spread negative feedback'

Fri, 11 Dec 2009 00:00:00 GMT

Organisations need to consider the viral impact of poor customer experiences, it has been suggested.

Call centre flaws responsible for student loan crisis

Thu, 10 Dec 2009 00:00:00 GMT

Call centre flaws 'responsible for student loan crisis'

NICE solution upgraded with multichannel options

Thu, 10 Dec 2009 00:00:00 GMT

Multi-channel analytics capability is a new feature of NICE SmartCenter's interaction analytics business solutions.

Poor experiences 'causing goods to be returned'

Thu, 10 Dec 2009 00:00:00 GMT

Consumers are increasingly likely to return purchased goods after suffering a poor customer experience, it has been reported.

Feedback 'helps agents improve performance'

Thu, 10 Dec 2009 00:00:00 GMT

Providing call feedback to agents plays a crucial role in helping them to raise their performance levels, it has been suggested.

Call centre flaws 'responsible for student loan crisis'

Thu, 10 Dec 2009 00:00:00 GMT

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.

Avaya's takeover of Nortel edges nearer completion

Wed, 09 Dec 2009 00:00:00 GMT

The Canadian minister of industry has approved Avaya's acquisition of Nortel Enterprise Solutions under the Investment Canada Act, it has been announced.

Customers 'ashamed of hostility towards agents'

Wed, 09 Dec 2009 00:00:00 GMT

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.

Debt solutions firm embraces interactive voice messaging

Wed, 09 Dec 2009 00:00:00 GMT

A debt collection firm has invested in new interactive voice messaging technology in a bid to improve contact rates.

Altitude and Teleopti team up on workforce management

Tue, 08 Dec 2009 00:00:00 GMT

Two CCT partners are teaming up to deliver unified workforce management technology to businesses.

Teleopti offers call reporting function as a free download

Tue, 08 Dec 2009 00:00:00 GMT

Teleopti has made a call reporting function of its award-winning Telecom Expense Management application suite available for free download.

Agent desktops 'should be streamlined'

Tue, 08 Dec 2009 00:00:00 GMT

Simplifying the agent desktop can help increase profitability while improving customer service levels, it has been suggested.

CRM technology 'offers great ROI'

Tue, 08 Dec 2009 00:00:00 GMT

Firms seeking a great return on investment (ROI) should invest in customer relationship management (CRM) technology, it has been claimed.

Cisco to supply technology solutions in Kenya

Mon, 07 Dec 2009 00:00:00 GMT

Cisco has announced plans to deliver information and communications technologies to businesses in Kenya.

Raising morale 'crucial following redundancies'

Mon, 07 Dec 2009 00:00:00 GMT

Employers must ensure they look after workers who are kept on after seeing some of their colleagues made redundant.

CCT awarded 1st Verint UK Ltd v10 accreditation

Fri, 04 Dec 2009 00:00:00 GMT

CCT awarded 1st Verint UK Ltd v10 accreditation

Contact centre industry 'largely unharmed by recession'

Fri, 04 Dec 2009 00:00:00 GMT

The customer contact sector has been spared some of the worst effects of the recession, one industry expert has claimed.

Automated calls 'saving hopsital trust money'

Fri, 04 Dec 2009 00:00:00 GMT

A leading UK hospital trust has managed to improve appointment attendance rates using automated call technology, it has reported.

Technology chart recognises Avaya call centres

Fri, 04 Dec 2009 00:00:00 GMT

Avaya call centre technology has been recognised in a new chart of the best solutions available on the market in 2009.

Multichannel call technology 'can help retain custom'

Thu, 03 Dec 2009 00:00:00 GMT

Many firms may be underestimating the power of customer retention at the contact centre level, it has been suggested.

Technology 'can help improve service levels'

Thu, 03 Dec 2009 00:00:00 GMT

Embracing technology can help companies retain loyal customers, one business leader has commented.

Customer service 'more important than banking rewards'

Thu, 03 Dec 2009 00:00:00 GMT

Consumers are more concerned about the levels of customer service offered by banking institutions than any financial rewards they may offer, a new study has indicated.

Computers 'can be used to make phone calls'

Thu, 03 Dec 2009 00:00:00 GMT

Computers have become a ubiquitous communications tool, it has been suggested.

Cisco: Call centre technology can help small firms

Wed, 02 Dec 2009 00:00:00 GMT

Small companies can use technology to improve their business operations, it has been claimed.

Automated systems 'help reduce call waiting time'

Wed, 02 Dec 2009 00:00:00 GMT

Automated call-back systems can be used to help limit customer frustrations, it has been suggested.

Quality customer experiences 'may cost more'

Wed, 02 Dec 2009 00:00:00 GMT

Consumers may be willing to pay more for products or services where a quality customer experience is guaranteed, it has been suggested.

Poor communication skills 'a major problem with agents'

Tue, 01 Dec 2009 00:00:00 GMT

Too many call centre agents have poor communication skills and are unable to deviate from written scripts, a new study has indicated.

Younger consumers 'have higher service expectations'

Tue, 01 Dec 2009 00:00:00 GMT

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.

Report predicts unified communications market growth

Tue, 01 Dec 2009 00:00:00 GMT

The global unified communications market is set to expand rapidly over the next few years, it has been suggested.

Council deploys unified communications

Mon, 30 Nov 2009 00:00:00 GMT

City of Lincoln Council's flagship Innovation Centre, which opened this summer, has invested in new call centre technology.

Irish outsourcer wins award

Mon, 30 Nov 2009 00:00:00 GMT

Abtran has been named as Outsource Partner of the Year at the Call Centre Management Association Irish Contact Centre & Shared Services Awards 2009.

Small rewards 'can help reduce staff attrition'

Mon, 30 Nov 2009 00:00:00 GMT

Communication managers can attempt to reduce staff attrition by offering small incentives on a regular basis, it has been claimed.

Automated systems 'benefit call centre customers and staff'

Fri, 27 Nov 2009 00:00:00 GMT

The ability to automate enquiries can provide benefits for customers and call centre staff, it has been claimed.

Unified communications solutions 'becoming more sought after'

Thu, 26 Nov 2009 00:00:00 GMT

Unified communications solutions are becoming increasingly popular, according to new data.

Queen's English most popular accent in call centres

Wed, 25 Nov 2009 00:00:00 GMT

The Queen's English is still the preferred accent for someone working in a call centre, according to a new study.

Customer relationship management 'key to business growth'

Tue, 24 Nov 2009 00:00:00 GMT

The relationship between businesses and customers holds the key to organisations emerging from the recession in a strong position, one expert has stated.

Wellbeing programmes 'may reduce staff attrition'

Tue, 24 Nov 2009 00:00:00 GMT

More firms have established wellbeing programmes as they attempt to improve worker morale, research has indicated.

National Express deploys anti-fraud solution

Tue, 24 Nov 2009 00:00:00 GMT

Coach and rail carrier National Express has invested in a new anti-fraud solution for its company call centre.

Outsourcer wins prestigious CCA award

Tue, 24 Nov 2009 00:00:00 GMT

A UK-based business outsourcing provider has been presented with a Global Excellence Award by the Customer Contact Association (CCA).

London council 'offering multichannel contact'

Tue, 24 Nov 2009 00:00:00 GMT

A London borough has invested in its communications infrastructure in a bid to improve customer se

Home working 'can boost employee productivity'

Tue, 24 Nov 2009 00:00:00 GMT

Allowing home working can improve employee productivity, it has been suggested.

Call centre technology deployed at Barcelona City Hall

Fri, 20 Nov 2009 00:00:00 GMT

Barcelona City Hall has invested in call centre technology to develop a new SIP-enabled, multi-channel contact operation.

Growth witnessed in speech analytics market

Fri, 20 Nov 2009 00:00:00 GMT

The speech analytics market continues to grow at a rapid rate despite the global recession, a new study has indicated.

Leicester call centre named the public sector's best

Fri, 20 Nov 2009 00:00:00 GMT

The learndirect call centre, operated in conjunction with bss, has been named as the best in the UK's public sector.

Firms 'require customer service strategies to avoid losses'

Thu, 19 Nov 2009 00:00:00 GMT

Companies need to invest in cohesive strategies that straddle all channels of customer communication, it has been suggested.

Agent and communication managers 'must be dedicated'

Thu, 19 Nov 2009 00:00:00 GMT

Outbound sales teams require both dedicated call agents and communication managers, it has been claimed.

Consumers 'still happy with phone contact'

Thu, 19 Nov 2009 00:00:00 GMT

The majority of people still prefer to contact companies by telephone for customer, billing or support enquiries, according to a new study.

Latest on Avaya's Proposed Acquisition of Nortel Enterprise Solutions

Wed, 18 Nov 2009 00:00:00 GMT

Avaya's Proposed Acquisition of Nortel Enterprise Solutions Receives HSR Act and Canadian Competition Act Clearance

Avaya one step closer to Nortel purchase

Wed, 18 Nov 2009 00:00:00 GMT

Avaya's proposed acquisition of Nortel Enterprise Solutions has received clearance under Canadian law.

Agent productivity 'influenced by various factors'

Wed, 18 Nov 2009 00:00:00 GMT

Quantity of calls is no substitute for quality in outbound call centres, it has been claimed.

Accounting body invests in unified communications

Wed, 18 Nov 2009 00:00:00 GMT

The Institute of Chartered Accountants in England and Wales (ICAEW) has invested in a new unified communications platform, it has announced.

NBK invests in workforce management technology

Tue, 17 Nov 2009 00:00:00 GMT

The National Bank of Kuwait (NBK) has announced plans to invest in new workforce management technology.

Council adopts call centre technology suite

Tue, 17 Nov 2009 00:00:00 GMT

A 20-site, 500-seat unified communications solution has been deployed by a local state authority in Australia.

BT committed to Avaya call centre technology

Tue, 17 Nov 2009 00:00:00 GMT

BT Global Services has announced its commitment to the new Avaya Connect accreditation programme.

Firms 'must ensure they appeal to all customers'

Mon, 16 Nov 2009 00:00:00 GMT

New service models are needed for businesses that want to maximise the profitability of their customer relationships, it has been claimed.

Poor management 'leads to staff attrition'

Mon, 16 Nov 2009 00:00:00 GMT

Reducing staff attrition in the call centre may start with improving leadership, a study has suggested.

Quality customer experience 'can boost sales'

Fri, 13 Nov 2009 00:00:00 GMT

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.

NICE Systems wins call monitoring award

Fri, 13 Nov 2009 00:00:00 GMT

NICE Systems has won the Asia Pacific Frost & Sullivan Growth Strategy Leadership Award in the Call Monitoring Systems Market.

Cisco: IT to help emissions compliance

Fri, 13 Nov 2009 00:00:00 GMT

IT will be vital to businesses in cutting the energy consumption of their buildings, according to Cisco.

Wales 'the best place for UK contact centres'

Thu, 12 Nov 2009 00:00:00 GMT

The best environment for contact centres in the UK is found in Wales, according to a new report.

Data quality management 'increasingly important'

Thu, 12 Nov 2009 00:00:00 GMT

Data quality management is increasingly important for firms working in the telecommunications sector, it has been claimed.

Technology 'can help the environment'

Thu, 12 Nov 2009 00:00:00 GMT

Information technology can play a vital role in reducing carbon emissions, contact centres and other businesses have been told.

Call routing solution benefits online retailer

Wed, 11 Nov 2009 00:00:00 GMT

Online retailer BuySeasons has implemented a new call routing solution to help direct customers to the most suitable agent.

Modern technology 'enabling flexible working'

Wed, 11 Nov 2009 00:00:00 GMT

The advent of modern technology systems is increasingly allowing employees to work from their homes, it has been claimed.

Contact centre staff 'desire regular updates

Wed, 11 Nov 2009 00:00:00 GMT

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.

Collaboration tools 'help improve service levels'

Tue, 10 Nov 2009 00:00:00 GMT

Collaboration tools can be used to avoid caller frustrations and improve the customer experience, it has been suggested.

Cisco launches new version of unified communications platform

Tue, 10 Nov 2009 00:00:00 GMT

Cisco has introduced a new version of its unified communications platform, featuring innovations and enhancements designed to reduce user costs and increase operating efficiencies.

UC technology 'has financial benefits for businesses'

Tue, 10 Nov 2009 00:00:00 GMT

The use of unified communications (UC) technology can add value to businesses, it has been reported.

Australian finance firm adopts workforce management suite

Mon, 09 Nov 2009 00:00:00 GMT

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.

Both proactive and reactive customer care failing, study indicates

Mon, 09 Nov 2009 00:00:00 GMT

Many call centres are failing to deliver a quality customer experience, a new study has indicated.

Employee feedback 'limits workplace stress issues'

Mon, 09 Nov 2009 00:00:00 GMT

Communication managers can help limit stress in the workplace by providing regular feedback to employees, it has been suggested.

Bankruptcy management firm benefits from call centre technology

Fri, 06 Nov 2009 00:00:00 GMT

Case management services provider Bankruptcy Management Solutions (BMS) has invested in new unified communications technology, it has announced.

Irish energy firm receives international recognition

Fri, 06 Nov 2009 00:00:00 GMT

Leading Irish energy provider Bord Gais Networks has been named as the best overall contact centre of the year by the Customer Contact Association (CCA).

Firms 'must not sacrifice customer experience for costs'

Fri, 06 Nov 2009 00:00:00 GMT

An eagerness to cut costs means too many businesses are forgetting about providing a great customer experience, new research has shown.

Call centres 'can benefit from a flexible workforce'

Thu, 05 Nov 2009 00:00:00 GMT

Flexible work arrangements are the most effective strategy currently used to retain employees in a contact centre, it has been claimed.

Employee engagement 'key to reducing staff attrition'

Thu, 05 Nov 2009 00:00:00 GMT

Call and contact centres must place a greater focus on employee retention as the global economy begins to recover, it has been suggested.

Attending to customer needs 'improves call centre efficiency'

Thu, 05 Nov 2009 00:00:00 GMT

Call and contact centre teams can improve the efficiency of their operations by paying close attention to the needs of their customers, it has been suggested.

Home repair service 'has benefitted from call centre technology'

Wed, 04 Nov 2009 00:00:00 GMT

HomeServe has achieved total savings of over £5 million following the introduction of a new call centre technology customer service needs.

Good contact centre management 'has various benefits'

Wed, 04 Nov 2009 00:00:00 GMT

Communication managers should follow a number of steps to raise employee morale and customer service levels, it has been suggested.

Baxi Group sales team praised for customer service

Tue, 03 Nov 2009 00:00:00 GMT

A Warwick-based contact operation has been named as one of the 2009 Top 50 Call Centres for Customer Service.

Altitude Software's Unified Desktop hailed a success

Tue, 03 Nov 2009 00:00:00 GMT

North-American customer care provider The Results Companies claims to have derived great benefit from the deployment of Altitude Software call centre technology.

Cisco urges unified communications upgrades

Tue, 03 Nov 2009 00:00:00 GMT

Businesses can reduce costs and improve operational efficiency by upgrading their unified communications systems, one leading technology provider has claimed.

Government 'must encourage long-term savings'

Mon, 02 Nov 2009 00:00:00 GMT

A leading US communications service provider has chosen to deploy NICE Systems' IEX TotalView Workforce Management solution.

Auto firm invests in feedback solution

Mon, 02 Nov 2009 00:00:00 GMT

MOT and car service specialist Nationwide Autocentres has implemented a call centre technology solution to help generate feedback.

Outbound call operations 'must improve efficiency'

Mon, 02 Nov 2009 00:00:00 GMT

Firms with outbound sales operations need to take steps to improve their efficiency, it has been claimed.

Quality telemarketing 'continues to drive sales during recession'

Fri, 30 Oct 2009 00:00:00 GMT

High quality telemarketing can help firms buck the current recessionary trend and drive revenue, it has been claimed.

Multi-channel approach 'key to customer experience success'

Thu, 29 Oct 2009 00:00:00 GMT

Firms seeking to ensure great customer experience should provide the facility for them to establish contact via a number of channels.

Customer service delivery 'more crucial than ever'

Thu, 29 Oct 2009 00:00:00 GMT

Delivering great customer experience has never been more crucial for call and contact centres, a new study indicates.

TV firm benefits from CRM deployment

Wed, 28 Oct 2009 00:00:00 GMT

US satellite TV provider DIRECTV has extended its use of on-demand customer relationship management (CRM) software, it has announced.

Aviva deploys BPM solution to automate processes

Wed, 28 Oct 2009 00:00:00 GMT

Aviva Australia has implemented a new business process management (BPM) solution across its national enterprise.

Avaya to launch SME customer sales centre

Wed, 28 Oct 2009 00:00:00 GMT

Business communications giant Avaya has announced plans to create a dedicated customer sales centre to serve the needs of small to medium–sized enterprises (SMEs).

Firms 'need cross-channel customer experience strategies'

Tue, 27 Oct 2009 00:00:00 GMT

It is becoming increasingly important for companies to provide an integrated cross-channel customer experience, according to one communications expert.

NICE hailed for workforce optimisation offerings

Tue, 27 Oct 2009 00:00:00 GMT

Research consultancy Gartner has named NICE Systems as a leader in its Magic Quadrant for Workforce Optimisation (WFO).

Firms urged to commit to customer service spending

Tue, 27 Oct 2009 00:00:00 GMT

A third of UK organisations have cut customer service training this year, according to a new study.

Call centres urged to avoid repetition

Mon, 26 Oct 2009 00:00:00 GMT

Contact operations should be investing in call centre technology to streamline the customer call experience, it has been suggested.

Technology adoption 'helps firms through the recession'

Mon, 26 Oct 2009 00:00:00 GMT

Companies which have embraced technology are suffering less as a result of the recession, according to new research.

Silent calls 'damage firms' reputations'

Fri, 23 Oct 2009 00:00:00 GMT

Companies which make silent calls risk seeing harm done to their reputations, it has been suggested.

Fines set to increase for silent calls

Fri, 23 Oct 2009 00:00:00 GMT

Call centres which cause nuisance and distress to consumers through silent and abandoned calls could face fines of up to £2 million under new government plans.

Brookson integrates call centre technology 'to improve service levels'

Fri, 23 Oct 2009 00:00:00 GMT

Contractor accounting firm Brookson has invested in call centre technology as it bids to attract new clients.

Altitude Software aims for swine flu business continuity

Fri, 23 Oct 2009 00:00:00 GMT

Altitude Software is helping contact centres prepare for a potential H1N1 virus pandemic this winter.

Broadcaster invests in virtual call centre

Thu, 22 Oct 2009 00:00:00 GMT

Pay TV group Canal Plus has invested in a virtual call centre, it has been reported.

Call centre technology investment 'can improve customer experience'

Thu, 22 Oct 2009 00:00:00 GMT

A new customer experience study has highlighted the need for firms to invest in call centre technology to impr

Simplicity 'the key for IVR menus'

Thu, 22 Oct 2009 00:00:00 GMT

Call and contact centres should avoid having overly-complicated interactive voice response (IVR) systems, it has been claimed.

Call centres 'continuing to provide personal service'

Wed, 21 Oct 2009 00:00:00 GMT

The call centre has been "reborn" as a key component of businesses' customer contact strategies, it has been claimed.

Retailers recognising importance of multi-channel selling

Wed, 21 Oct 2009 00:00:00 GMT

Retailers are increasingly recognising the potential of a multi-channel brand experience to deepen customer relationships and boost profits, it has been claimed.

Firms 'failing to sift through customer feedback'

Wed, 21 Oct 2009 00:00:00 GMT

A new study has indicated that large amounts of customer feedback are going unread in many businesses.

Unified communications 'reduces enquiry time'

Wed, 21 Oct 2009 00:00:00 GMT

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.

Contact centres 'failing on feedback measurement'

Tue, 20 Oct 2009 00:00:00 GMT

Many contact centres are failing to adequately gather customer feedback on their customer experience, it has been claimed.

Investment management firm deploys call recording technology

Mon, 19 Oct 2009 00:00:00 GMT

Private client investment management firm Brewin Dolphin has invested in a new full-time recording solution, it has been reported.

Firms 'embracing VoIP telephony infrastructure'

Mon, 19 Oct 2009 00:00:00 GMT

Half of all contact centre telephony infrastructures will be VoIP-based by 2010, a new study has predicted.

Contact centres 'investing in technology with an eye on costs'

Mon, 19 Oct 2009 00:00:00 GMT

Contact centres are focusing on increasing customer satisfaction and reducing operating costs as the recession ensues, a new study has indicated.

Call centres 'failing to mitigate fraud risks'

Fri, 16 Oct 2009 00:00:00 GMT

The majority of UK call centres are failing to adhere to industry guidelines on the safe storage of credit card data, it has been reported.

Call centre performance measurement 'crucial for business growth'

Fri, 16 Oct 2009 00:00:00 GMT

Communication managers should be using measurement tools to assess call centre productivity, it has been claimed.

Online customer contact 'key for travel firms'

Fri, 16 Oct 2009 00:00:00 GMT

Travel companies should concentrate more on improving online customer support as they bid to improve service levels, it has been claimed.

Bank of Brazil deploys IVR system

Thu, 15 Oct 2009 00:00:00 GMT

Major South American financial institution the Bank of Brazil has invested in a new large-scale interactive voice response (IVR) system, it has been announced.

Broadband complaints 'fall' except over speed issues

Thu, 15 Oct 2009 00:00:00 GMT

Customers are making fewer complaints about their broadband supplier, except where internet speed issues are concerned, it has been reported.

Altitude Software makes Skype application available

Wed, 14 Oct 2009 00:00:00 GMT

Altitude Software has announced the general availability of Skype for Asterisk built-in with its Altitude IP Contact Center solution.

Call agents 'lacking website enquiry skills'

Wed, 14 Oct 2009 00:00:00 GMT

Customer service teams are still unable to efficiently deal with website enquiries, a new survey has indicated.

Regular breaks 'key to tackling workplace stress'

Wed, 14 Oct 2009 00:00:00 GMT

Communication managers should ensure employees take regular breaks during the working day, it has been claimed.

NICE Systems technology to boost Metro security

Tue, 13 Oct 2009 00:00:00 GMT

Beijing Metro in China has chosen NICE Systems' IP video solution to enhance safety and security at the 24 stations of its new Line 15 route.

Cisco extends call centre technology developers programme

Tue, 13 Oct 2009 00:00:00 GMT

Global networking giant Cisco has expanded its developers programme for businesses and individuals that create network-based applications.

Avaya launches virtualised unified communications solution

Tue, 13 Oct 2009 00:00:00 GMT

Avaya has announced the launch of a new virtualised unified communications solution specifically designed for businesses.

Travel firm overhauls telephony infrastructure

Mon, 12 Oct 2009 00:00:00 GMT

Travel agency business Flight Centre has installed a new telephony infrastructure as it bids to direct customer calls across its national store network.

Firms 'set to measure customer experience'

Mon, 12 Oct 2009 00:00:00 GMT

Firms are set to increase their efforts to measure customer experience, according to new research.

Mobile voice and data services 'to drive telecoms'

Mon, 12 Oct 2009 00:00:00 GMT

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.

Multi-channel technology 'needed to meet evolving customer needs'

Fri, 09 Oct 2009 00:00:00 GMT

Top performing organisations are increasingly turning to multiple service delivery channels to meet the needs of their customers.

Customer service award for 118 enquiries operation

Fri, 09 Oct 2009 00:00:00 GMT

Business telephone numbers and directory enquiries service 118 24 7 has won the title of Best UK Service at the International Directory Assistance Awards.

London borough benefits from call centre technology overhaul

Fri, 09 Oct 2009 00:00:00 GMT

The adoption of advanced contact centre technology has made a huge difference to service levels at one local authority, it has been reported.

Recession encouraging consumers online, study suggests

Thu, 08 Oct 2009 00:00:00 GMT

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.

British Gas seeks to improve first contact resolution

Thu, 08 Oct 2009 00:00:00 GMT

UK energy giant British Gas has invested in a case-based reasoning application in a bid to increased first contact resolution and customer satisfaction rates.

Call centre technology aids council customer service

Thu, 08 Oct 2009 00:00:00 GMT

The London Borough of Richmond upon Thames has launched a new customer service quality initiative focused on improving its offering across all communication platforms.

Reduce staff attrition 'through job flexibility'

Wed, 07 Oct 2009 00:00:00 GMT

Contact centres that offer job flexibility, including shortened work weeks, can build employee loyalty and reduce staff attrition, it has been suggested.

Desktop integration 'key to customer contact success'

Wed, 07 Oct 2009 00:00:00 GMT

Call centres should focus on desktop integration as they work towards delivering customer contact strategies in ways that satisfy consumers, a new study has indicated.

Employee engagement 'can reduce staff attrition'

Wed, 07 Oct 2009 00:00:00 GMT

Companies seeking to raise employee morale levels to reduce staff attrition should ensure they engage with their workforce, it has been claimed.

Call centre technology 'can limit silent calls'

Tue, 06 Oct 2009 00:00:00 GMT

Outbound call centres can use intelligent voice messaging technology to adhere to Ofcom rules regarding silent calls, it has been suggested.

Insurance firm turns to CRM for mail handling

Tue, 06 Oct 2009 00:00:00 GMT

BGL Group has invested in a new correspondence-handling customer relationship management solution, it has been reported.

Customer service 'makes the difference'

Tue, 06 Oct 2009 00:00:00 GMT

Customer service is "the vital differentiator in business today" and companies must recognise its importance, an industry expert has claimed.

Cisco report places UK in broadband midfield

Mon, 05 Oct 2009 00:00:00 GMT

The UK has come 25th out of 66th in a new global survey of broadband standards conducted by Cisco.

UK broadband expansion 'to continue'

Mon, 05 Oct 2009 00:00:00 GMT

Broadband usage is set to grow at "a robust pace" in the UK over the next five years, a research firm has predicted.

Firms 'desiring various call centre technology solutions'

Mon, 05 Oct 2009 00:00:00 GMT

The need for both technical and people-based customer management solutions is increasing, the Call Centre Management Association (CCMA) has claimed.

CCT shortlisted for Contact Centre Solution Award

Fri, 02 Oct 2009 00:00:00 GMT

CCT shortlisted for Contact Cente of the Year

Call Centre Expo 'attracts technology buyer interest'

Fri, 02 Oct 2009 00:00:00 GMT

The Call Centre & Customer Management Expo 2009 has been hailed as a great success.

Multi-channel technology 'the key for Phones 4U'

Fri, 02 Oct 2009 00:00:00 GMT

Independent mobile retailer Phones 4U has invested in new technology to develop its sales-driven online campaigns, it has announced.

Gov't announces extra finance for clean technology development

Fri, 02 Oct 2009 00:00:00 GMT

Clean energy technologies are to have access to an extra £20 million of government funding, it has been announced.

Lack of multi-channel integration 'harming travel firms'

Thu, 01 Oct 2009 00:00:00 GMT

Companies in the travel industry are losing revenues through poor multi-channel integration, it has been reported.

Comet centre praised for customer service use

Thu, 01 Oct 2009 00:00:00 GMT

Research company GfK NOP has named the Comet call centre in Hull as one of the 2009 Top 50 call centres for customer care.

European call centre award for British Gas

Wed, 30 Sep 2009 00:00:00 GMT

British Gas has been named European Call Centre of the Year by Call Centre Focus.

Network advances enabling 'context-enriched services'

Wed, 30 Sep 2009 00:00:00 GMT

Advances in networks, mobile hardware capabilities, social computing, service-oriented architecture and unified communication will help firms build and use context-enriched services, it has been claimed.

O2 and Tesco receive customer service award

Wed, 30 Sep 2009 00:00:00 GMT

Mobile phone firm O2 has been recognised at a European level for its customer experience commitment.

Cisco initiative to focus on limiting climate change

Tue, 29 Sep 2009 00:00:00 GMT

CCT partner Cisco has announced plans to encourage the adoption of low carbon call centre technology.

Avaya IP Office launched for SME market

Tue, 29 Sep 2009 00:00:00 GMT

Avaya has launched a new version of Avaya IP Office, the company's flagship communications solution for small and medium-sized enterprises (SMEs).

Firms urged to think about IVR deployments

Tue, 29 Sep 2009 00:00:00 GMT

Call and contact centres can derive great benefits from interactive voice response (IVR) technology providing they fully research and plan their deployments, it has been suggested.

Telephone 'remains a valuable customer contact tool'

Mon, 28 Sep 2009 00:00:00 GMT

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.

Customer service focus 'increasing in business'

Mon, 28 Sep 2009 00:00:00 GMT

Firms are increasingly realising that maximising customer experience must be central to their contact strategy, according to a new report.

Housing management operation improves customer service

Mon, 28 Sep 2009 00:00:00 GMT

Tristar Homes, which is responsible for the management and maintenance of Stockton Borough Council's housing stock, has improved its customer service efficiency by investing in a new contac

Consumers 'challenged by voice self-service'

Fri, 25 Sep 2009 00:00:00 GMT

Voice self-service is the most challenging communication channel, according to a study conducted by Genesys Telecommunications.

Christmas parties remain crucial for staff members

Fri, 25 Sep 2009 00:00:00 GMT

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.

Firms losing £15.3 billion to poor customer service

Fri, 25 Sep 2009 00:00:00 GMT

Customer attrition costs UK firms £15.3 billion every year, according to a new study.

Teleopti joins Cisco developer programme

Thu, 24 Sep 2009 00:00:00 GMT

Workforce management solutions provider Teleopti has joined the Cisco Technology Developer Programme.

CCT receives call centre technology award nomination

Thu, 24 Sep 2009 00:00:00 GMT

Two-time Contact Centre Solution of the Year winner CCT has received a further nomination for the prestigious award.

Live agent support 'needed for customer self-service'

Thu, 24 Sep 2009 00:00:00 GMT

Support has been gained for a proposed new code requiring all government departments to make a live call agent available to handle complaints.

CCT shortlisted for Contact Centre Solution award

Wed, 23 Sep 2009 00:00:00 GMT

CCT on shortlist for Contact Centre Solution of the Year

Further customer experience recognition for RIAS

Wed, 23 Sep 2009 00:00:00 GMT

RIAS has been shortlisted in the Customer Services Initiative of the Year category at the 2009 Insurance Times Awards.

Kiwi ministry deploys self-service technology

Wed, 23 Sep 2009 00:00:00 GMT

New Zealand's Ministry of Social Development has deployed voice self-service and speaker verification solutions in a bid to handle calls more efficiently.

Project delays 'can double costs'

Tue, 22 Sep 2009 00:00:00 GMT

Any delays to the roll-out of new technology across a call centre can cause project costs to dramatically increase, according to new research.

BT looking to improve customer experience with new appointment

Tue, 22 Sep 2009 00:00:00 GMT

BT has announced the appointment of a new expert to improve customer experience across its operations.

Banks shamed in customer complaints report

Mon, 21 Sep 2009 00:00:00 GMT

Financial firms have been named and shamed about levels of customer satisfaction in a new report.

Paternity proposals 'could improve staff retention'

Mon, 21 Sep 2009 00:00:00 GMT

New extended paternity leave proposals could help firms reduce their staff attrition, according to one organisation.

Customer service qualification on offer from EDF Energy

Mon, 21 Sep 2009 00:00:00 GMT

A call centre in Sunderland is piloting a new scheme to reduce staff attrition levels by allowing employees to gain a new qualification in infrastructure around the world.

Air carrier invests in telephony infrastructure

Fri, 18 Sep 2009 00:00:00 GMT

Japan Airlines, Asia's largest air carrier, has invested in new IP telephony and call centre technology solutions in a bid to improve its Customer contact operations can drive revenue by providing high service levels, it has been suggested.

VoIP 'firmly established' for businesses

Thu, 17 Sep 2009 00:00:00 GMT

VoIP is now firmly established as a quality communications platform for businesses, one customer contact as they bid to improve efficiency and save both time and money, it has been suggested.

Yorkshire law firm invests in UC solution

Wed, 16 Sep 2009 00:00:00 GMT

Raleys Solicitors has invested in unified communications (UC) technology in a bid to integrate voice into its virtualised IT IT developments, it has been suggested.

Nortel selects Avaya as successful bidder for enterprise solutions business

Mon, 14 Sep 2009 00:00:00 GMT

Nortel selects Avaya as successful bidder for enterprise solutions business

NICE Systems provides IP technology to entertainment firm

Fri, 11 Sep 2009 00:00:00 GMT

Cherokee Nation Entertainment (CNE) has announced plans to further invest in internet protocol technology supplied by NICE Systems.

Gartner places Avaya in unified communications elite

Fri, 11 Sep 2009 00:00:00 GMT

CCT partner Avaya has been placed in Gartner's Magic Quadrant for Unified Communications, recognising its achievements in the area.

IP telephony 'replacing outmoded call centre technology'

Fri, 11 Sep 2009 00:00:00 GMT

While digital telephony remains capable of delivering consistent and stable communications to the customer contact industry, the technology is now outmoded in the context of more recent inn

NHS Direct hailed for customer experience provision

Thu, 10 Sep 2009 00:00:00 GMT

NHS Direct has been named one of the UK's top 50 Call Centres for Customer Service following a mystery shopper exercise carried out by GfK NOP.

Dominican firm invests in Cisco call centre technology

Thu, 10 Sep 2009 00:00:00 GMT

Communication services provider Rococo Investments is to use Cisco technology to revamp its telephony infrastructure, it has announced.

IP contact centres 'have many advantages'

Thu, 10 Sep 2009 00:00:00 GMT

Internet Protocol (IP) contact centres take advantage of web-based working opportunities to improve customer service and reduce business costs, it has been suggested.

Reduce staff attrition or face extra costs, firms told

Wed, 09 Sep 2009 00:00:00 GMT

Employees are "the absolute key" to the success of businesses, meaning it is vital to reduce staff attrition where possible, it has been claimed.

Call centre technology: Cisco launches business support initiative in Chile

Wed, 09 Sep 2009 00:00:00 GMT

Cisco today announced the launch of My First Network, an initiative that seeks to support small and medium business growth in Chile through the adoption of information and communication technologies (ICT).

Virtual working 'can encourage productivity and reduce staff attrition'

Wed, 09 Sep 2009 00:00:00 GMT

New call centre technology can allow agents to work from home flexibly without negatively impacting upon customer

FillTek secures call routing and management solution

Tue, 08 Sep 2009 00:00:00 GMT

Fulfillment Technologies (FillTek) has invested in call centre technology for conferencing, domestic toll-free services and enhanced call routing and management, it has been ann

Unified communications 'helps reduce expenditure'

Mon, 07 Sep 2009 00:00:00 GMT

Contact centres and other businesses can use unified communications technology (UC) to save office space and reduce costs, it has been suggested.

Swine flu call agents 'not working productively'

Mon, 07 Sep 2009 00:00:00 GMT

Taxpayers' money is being wasted at present by overstaffed national swine flu helplines, one national newspaper has claimed.

Customer contact news: Data quality 'essential for all businesses'

Mon, 07 Sep 2009 00:00:00 GMT

Call centres which use consumer data as part of their customer contact strategy and other firms should ensure they maintain the quality of the information they use, it has been claimed.

Protocol Recovery Service moves to hosted dialing

Fri, 04 Sep 2009 00:00:00 GMT

Receivable management firm Protocol Recovery Service has moved to hosted dialing in a bid to overcome the constraints of its legacy call centre technology.

Call agents urged to keep energy levels up

Fri, 04 Sep 2009 00:00:00 GMT

Contact centre agents can maximise their productivity by remaining alert and focused during the day, it has been reported.

Unified communications leads overhaul at North Bristol NHS Trust

Thu, 03 Sep 2009 00:00:00 GMT

North Bristol NHS Trust is using call centre technology to overhaul its telecommunications services, placing custo

Cisco solution adopted by Knight Transportation

Thu, 03 Sep 2009 00:00:00 GMT

Knight Transportation, a truckload carrier offering dry van, refrigerated, drayage and brokerage services, has become the latest to invest in the Cisco Unified Contact Centre Enterprise (UCCE).

Sensible hiring 'crucial to customer contact teams'

Thu, 03 Sep 2009 00:00:00 GMT

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.

NICE makes major compliance acquisition

Thu, 03 Sep 2009 00:00:00 GMT

NICE Systems and its partner Actimize have agreed to take over financial crime prevention software solutions firm Fortent.

Avaya upgrading speech capacity

Wed, 02 Sep 2009 00:00:00 GMT

Avaya is set to offer customers enhanced speech self-service options for a broad range of advanced contact centre solutions, it has announced.

Reporting technology 'helps drive revenue'

Wed, 02 Sep 2009 00:00:00 GMT

Reporting technology can help call centres translate behaviour and trends analysis into revenue, it has been suggested.

Teachers Credit Union invests in unified communications

Wed, 02 Sep 2009 00:00:00 GMT

Australia's second largest credit union, Teachers Credit Union, has invested in unified communications technology in a bid to reduce costs and improve service levels.

Call centre technology knowledge 'important for growth'

Tue, 01 Sep 2009 00:00:00 GMT

Despite the various challenges they face, call centre executives and communication managers must make sufficient time to keep up to date with the latest developments in the contact sector, it has been suggested.

Outsourcing 'saves time and money'

Tue, 01 Sep 2009 00:00:00 GMT

The cost of hiring employees to take inbound calls can be avoided by outsourcing customer contact responsibilities, it has been suggested.

Customer contact challenges 'have changed during recession'

Fri, 28 Aug 2009 00:00:00 GMT

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 dem

Call centre technology investments 'to increase in customer contact sector'

Fri, 28 Aug 2009 00:00:00 GMT

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.

Job security confidence 'may reduce staff attrition'

Fri, 28 Aug 2009 00:00:00 GMT

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.

Airline deploys Cisco contact centre solution

Thu, 27 Aug 2009 00:00:00 GMT

Ukraine International Airlines (UIA), the country's leading international carrier, has deployed the Cisco Unified Contact Centre Express solution in an attempt to better serve its passengers.

Full VoIP capabilities 'not being realised'

Thu, 27 Aug 2009 00:00:00 GMT

A greater number of call centres may be investing in Voice-over Internet Protocol (VoIP) telephony infrastructures, but many are yet to maximise the value of the

Lack of technology investment 'stalling contact centre industry'

Thu, 27 Aug 2009 00:00:00 GMT

A failure to invest in the latest call centre technology may be holding many call and contact centres back, it has been suggested.

Firms 'to benefit from high speed broadband deployment'

Wed, 26 Aug 2009 00:00:00 GMT

The introduction of high speed broadband in the UK will benefit businesses and consumers, it has been claimed.

Mendip Council team praised for service delivery

Wed, 26 Aug 2009 00:00:00 GMT

A local authority team has been recognised for its commitment to providing the highest levels of customer care.

Sales training urged as recession continues

Wed, 26 Aug 2009 00:00:00 GMT

Sales training can help employees maximise revenue on behalf of their employer, it has been claimed.

NICE Systems wins government security contract

Tue, 25 Aug 2009 00:00:00 GMT

Global insight from Interactions solutions provider Nice Systems has won a major contract with an unnamed Israeli government agency, it has announced.

Orders up by a fifth at Teleopti

Tue, 25 Aug 2009 00:00:00 GMT

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.

Foster's Group chooses Cisco unified communications solution

Tue, 25 Aug 2009 00:00:00 GMT

Global drinks company Foster's Group has deployed Cisco collaboration and unified communications technology in a bid to increase productivity and drive operating efficiencies.

Training wikis 'can help contact centre development'

Mon, 24 Aug 2009 00:00:00 GMT

Contact centres can make use of wikis and other dynamic online content to share knowledge and training tips, it has been suggested.

VoIP 'becoming accessible to smaller firms'

Mon, 24 Aug 2009 00:00:00 GMT

Smaller companies are increasingly making the move over to Voice-over Internet Protocol (VoIP) telephony, it has been claimed.

Capability of UC technology 'increasing'

Mon, 24 Aug 2009 00:00:00 GMT

Unified communications (UC) can be used to extend enhanced contact capabilities to mobile users, it has been claimed.

Desktop integration 'helps agent productivity'

Fri, 21 Aug 2009 00:00:00 GMT

Greater use of desktop integration technology is needed to enable call agents to work more productively, it has been suggested.

Oxford City Council benefits from ECM application

Fri, 21 Aug 2009 00:00:00 GMT

Oxford City Council has used an enterprise case management (ECM) system to bolster front and back-office integration across its housing, workforce scheduling and repairs booking systems.

CRM 'an investment not a cost'

Fri, 21 Aug 2009 00:00:00 GMT

Firms should view customer relationship management (CRM) as an investment rather than a cost if they wish to encourage brand loyalty, one expert has suggested.

Peacocks obtains e-commerce solution to grow online presence

Thu, 20 Aug 2009 00:00:00 GMT

Fashion retailer Peacocks has extended its use of IT and call centre technology by investing in a next-generation e-co

Contact centre industry 'requires innovation'

Thu, 20 Aug 2009 00:00:00 GMT

Greater innovation is needed in the contact centre industry as the global economy begins to recover, it has been suggested.

System complexity losing revenue for travel firms

Thu, 20 Aug 2009 00:00:00 GMT

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.

Contact Centre Week set for September

Wed, 19 Aug 2009 00:00:00 GMT

Next month will see the staging of International Contact Centre Week, in association with Contactcenterworld.com.

Workforce management technology deployed by E.ON

Wed, 19 Aug 2009 00:00:00 GMT

Energy group E.ON is extending its use of workforce management technology for agent scheduling purposes within its contact centre.

Polite call agents 'can encourage customer retention'

Wed, 19 Aug 2009 00:00:00 GMT

Customer service agents can help improve consumer loyalty by ensuring they are always helpful and polite during calls, it has been suggested.

ECM solution deployed by Scottish council

Tue, 18 Aug 2009 00:00:00 GMT

South Ayrshire Council has deployed an Enterprise Case Management (ECM) solution in a bid to achieve the dual goals of increasing efficiency and improving customer service.

Visual IVR 'can reduce automated transaction time'

Tue, 18 Aug 2009 00:00:00 GMT

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.

Feedback and coaching 'needed for call agents'

Tue, 18 Aug 2009 00:00:00 GMT

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.

Customer feedback technology market continuing to grow

Mon, 17 Aug 2009 00:00:00 GMT

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.

Poor customer experience 'leads to lost business'

Mon, 17 Aug 2009 00:00:00 GMT

Businesses suffer significant losses each year as a result of customer service failings, a new study has indicated.

CCT releases online ROI calculators

Mon, 17 Aug 2009 00:00:00 GMT

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.

Future of call centre industry highlighted

Fri, 14 Aug 2009 00:00:00 GMT

A new report has laid out the potential future map for the call centre industry.

Allianz Suisse deploys workforce management solution

Thu, 13 Aug 2009 00:00:00 GMT

Switzerland-based insurance giant Allianz Suisse is now using workforce management technology to optimise the scheduling of 150 customer service centre agents.

Benchmarking exercise to rate call centre customer service

Thu, 13 Aug 2009 00:00:00 GMT

Over 17,000 UK call centres are to be rated for their customer service provision under an initiative launched by Call Centre Focus magazine, it has been reported.

VoIP profile 'must be raised'

Thu, 13 Aug 2009 00:00:00 GMT

The profile of Voice-over Internet Protocol (VoIP) must be raised in order for more firms to recognise its benefits, it has been claimed.

Call centre workers awarded for good work

Wed, 12 Aug 2009 00:00:00 GMT

Call centre staff from Merseyside have won a special award for their work with local young children, it has been reported.

Insurance firms 'raising customer experience'

Wed, 12 Aug 2009 00:00:00 GMT

Call centres attached to insurance firms are playing their part in hitting high levels of customer service, according to new research.

Vehicle financier deploys call recording application

Wed, 12 Aug 2009 00:00:00 GMT

ACF Car Finance Limited has made further call centre technology investments in order to enhance the services it p

Stamps.com benefitting from CRM deployment

Wed, 12 Aug 2009 00:00:00 GMT

Online postage and shipping software solutions provider Stamps.com has deployed a new on-demand customer relationship management (CRM) solution to raise service levels, it has announced.

Quiet rooms 'improve customer experience and reduce agent stress'

Wed, 12 Aug 2009 00:00:00 GMT

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.

Firms 'should plan UC deployments'

Tue, 11 Aug 2009 00:00:00 GMT

Companies investing in unified communications (UC) solutions should follow a number of simple steps to ensure a successful deployment, it has been suggested.

Vistaprint deploys CRM application to improve service levels

Tue, 11 Aug 2009 00:00:00 GMT

Online marketing firm Vistaprint has invested in a new customer relationship management (CRM) system to improve its service capabilities.

Call Centre Expo comes to Birmingham

Tue, 11 Aug 2009 00:00:00 GMT

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.

Insurer RIAS recognised for 'customer contact excellence'

Tue, 11 Aug 2009 00:00:00 GMT

Insurance firm RIAS has been recognised for its customer service excellence at two prestigious industry award events.

Call recording 'useful for training and development'

Mon, 10 Aug 2009 00:00:00 GMT

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.

Health trust deploys IP telephony infrastructure to improve patient services

Mon, 10 Aug 2009 00:00:00 GMT

NHS mental health and learning disability service provider Nottinghamshire Healthcare has invested in an IP-ready telephony infrastructure to reduce costs and im

Consumers 'unwilling to cut back on communication'

Mon, 10 Aug 2009 00:00:00 GMT

Consumers in Scotland would prefer to reduce expenditure on eating out, holidays and home improvements than give up communications services, it has been reported.

CCT release 2 call centre ROI calculators

Fri, 07 Aug 2009 00:00:00 GMT

CCT release 2 call centre ROI calculators

Internet developments 'could drive VoIP take-up'

Fri, 07 Aug 2009 00:00:00 GMT

Access to next-generation broadband could drive further commercial investment in communications infrastructure and infrastructure necessary to ensure 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.

New IP communication hub for CMC Markets

Thu, 06 Aug 2009 00:00:00 GMT

Online financial trading firm CMC Markets is investing in a global IP telephony communication hub, it has been reported.

Promotion prospects 'may help reduce staff attrition'

Thu, 06 Aug 2009 00:00:00 GMT

Companies may be able to reduce staff attrition levels by offering employees the prospect of career advancement, it has been suggested.

Remote working 'can help ensure productivity'

Wed, 05 Aug 2009 00:00:00 GMT

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.

Cisco enhances business continuity solution

Wed, 05 Aug 2009 00:00:00 GMT

Cisco has enhanced its data centre portfolio in a bid to offer better protection, enhanced resilience, reduced costs and complexity for users' storage-area networks, the firm has reported.

Employee retention 'should be made a priority'

Wed, 05 Aug 2009 00:00:00 GMT

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.

Employer loyalty 'needed to reduce staff attrition'

Tue, 04 Aug 2009 00:00:00 GMT

Companies need to demonstrate that they are loyal to their staff if they wish to reduce staff attrition rates, it has been reported.

NICE revenue up during second quarter

Tue, 04 Aug 2009 00:00:00 GMT

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

Online service made available by Altitude

Tue, 04 Aug 2009 00:00:00 GMT

Call Centre Technology partner Altitude Software is making a new online tool available to help software users assess the benefits of Altitude uCI solutions, it has been announce

Call centres 'must define quality interactions'

Mon, 03 Aug 2009 00:00:00 GMT

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.

Call quality monitoring 'essential for customer contact operations'

Mon, 03 Aug 2009 00:00:00 GMT

All contact centres must ensure they conduct call quality monitoring, it has been suggested.

Altitude launches Fast ROI initiative

Mon, 03 Aug 2009 00:00:00 GMT

Independent global contact centre solutions vendor Altitude Software has announced the launch of its new Fast Return on Investment (ROI) initiative.

European VoIP market 'has grown since 2005'

Fri, 31 Jul 2009 00:00:00 GMT

A new study has highlighted the extent of growth witnessed in the European VoIP market during the last four years.

IVR 'popular with tech consumers'

Fri, 31 Jul 2009 00:00:00 GMT

The majority of smartphone users would prefer to purchase a product which makes use of interactive voice response (IVR) technology, it has been suggested.

Email management technology 'improves customer service'

Fri, 31 Jul 2009 00:00:00 GMT

Fortis Insurance Solutions has deployed email management technology to reduce costs and improve online communication service and efficiency, it has announced.

Virtual offices 'can save money and improve customer service'

Thu, 30 Jul 2009 00:00:00 GMT

Businesses can extend their customer base and save money by using virtual offices, it has been reported.

Agents 'require call centre technology'

Thu, 30 Jul 2009 00:00:00 GMT

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.

Customer analytics technology 'drives revenue for tourism agency'

Thu, 30 Jul 2009 00:00:00 GMT

VisitScotland, the nation's tourism agency, has significantly increased revenues since investing in a hosted customer analytics application, it has been reported.

Unified communication integration 'vital'

Wed, 29 Jul 2009 00:00:00 GMT

Large organisations are continuing to collaborate with systems integrators over unified communications (UC) technology deployments, it has been reported.

Call centres 'should embrace multi-channel technology'

Wed, 29 Jul 2009 00:00:00 GMT

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.

Avaya call centre technology helps Ventelo win award

Tue, 28 Jul 2009 00:00:00 GMT

An Avaya call centre has received the prestigious honour of being named the best customer service operation in Norway.

Insurance customers 'prefer UK call centres'

Tue, 28 Jul 2009 00:00:00 GMT

Insurance customers are increasingly choosing to select providers which offer UK-based customer call centres, it has been reported.

Call centres urged to integrate desktops

Tue, 28 Jul 2009 00:00:00 GMT

Integrating call centre technology is crucial for organisations wanting to provide an excellent customer experienc

Basildon District Council 'invests in call centre technology'

Mon, 27 Jul 2009 00:00:00 GMT

Basildon District Council has invested in new call centre technology to increase efficiencies and meet customer se

'Definition needed' for universal 2Mbps broadband

Mon, 27 Jul 2009 00:00:00 GMT

The UK should be told what to expect from the universal 2Mbps broadband access, due for completion by 2012, it has been suggested.

Asset management successfully deploys IVR

Mon, 27 Jul 2009 00:00:00 GMT

An asset management company has successfully deployed interactive voice response (IVR) technology to boost customer service levels, it has been reported.

Enterprise recording use 'increasing'

Fri, 24 Jul 2009 00:00:00 GMT

While contact centres have continued to use recording for traditional purposes, enterprise use is also increasing, it has been reported.

Growth witnessed in workforce optimisation deployments

Fri, 24 Jul 2009 00:00:00 GMT

The global workforce optimisation market grew by 14 per cent between 2007 and 2008, according to new research from DMG Consulting.

Call centre technology 'helping to improve customer service'

Fri, 24 Jul 2009 00:00:00 GMT

The main reason contact centres invest in call centre technology is to improve customer service levels, it has

Global unified communication market growth witnessed

Thu, 23 Jul 2009 00:00:00 GMT

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.

Switching call providers 'can save money'

Thu, 23 Jul 2009 00:00:00 GMT

Call centres can make significant savings by researching the market and switching telecoms providers, according to one communication manager.

Broadband industry 'must keep eye on collective goals'

Thu, 23 Jul 2009 00:00:00 GMT

Guaranteeing two megabits per second internet access in the UK by 2012 may be the immediate aim of the communications industry, but it must also do the groundwork for implementing next-generation broadband, according to Ofcom.

Avaya to buy Nortel enterprise solutions business

Wed, 22 Jul 2009 00:00:00 GMT

Avaya to buy Nortel enterprise solutions business

CCA to stage Agent Broadcast event

Wed, 22 Jul 2009 00:00:00 GMT

A special Agent Broadcast Day is to be staged by the Customer Contact Association (CCA), allowing more than 50,000 customer se

Avaya to buy Nortel enterprise solutions business

Wed, 22 Jul 2009 00:00:00 GMT

Call Centre Technology partner Avaya has announced plans to purchase Nortel's enterprise solutions business for US$475 million (£291 million).

Absence management plans 'vital for businesses'

Wed, 22 Jul 2009 00:00:00 GMT

Businesses should be preparing remote working contingency strategies to limit the risk of staff absenteeism affecting productivity, it has been suggested.

'World class customer experience' on agenda at conference

Tue, 21 Jul 2009 00:00:00 GMT

The Customer Contact Association (CCA) is planning to host a major event later this year to address issues facing the customer

New customer phone service launched by Southern Housing

Tue, 21 Jul 2009 00:00:00 GMT

A housing group from the south of England is launching a new initiative to improve customer service for its clients.

Swine flu centre 'sees large rush of calls'

Mon, 20 Jul 2009 00:00:00 GMT

A call centre which was established to deal with calls from Brits worried about swine flu will be quickly expanded, according to one council officer.

Call Centre Hero Awards 'to go global'

Fri, 17 Jul 2009 00:00:00 GMT

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.

Effective management 'can reduce staff attrition'

Fri, 17 Jul 2009 00:00:00 GMT

Proactive management from call centres bosses and communication managers can help reduce staff attrition and absence rates, new research has indicated,

Avaya launches one-X Agent solution

Thu, 16 Jul 2009 00:00:00 GMT

Call Centre Technology partner firm Avaya has launched a new version of its powerful desktop application suite for

Companies 'aiming to reduce staff attrition'

Thu, 16 Jul 2009 00:00:00 GMT

Businesses are investing more in employee retention schemes as they bid to reduce staff attrition, it has been reported.

Comet boosting customer experience with IVR technology

Thu, 16 Jul 2009 00:00:00 GMT

Leading electrical goods retailer Comet has boosted customer choice by deploying an optional phone self-service solution.

Multiple service awards for Hillingdon Council

Wed, 15 Jul 2009 00:00:00 GMT

The London Borough of Hillingdon has been recognised for its commitment to providing the highest standards of customer experience, winning four prestigious national awards.

Outsourcers 'outperforming in-house contact centres'

Wed, 15 Jul 2009 00:00:00 GMT

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.

Reporting solution helps Tesco improve telephony infrastructure

Wed, 15 Jul 2009 00:00:00 GMT

Tesco has improved its customer service offering by installing a customised contact centre reporting solution to extract key data from its established Cisco Unified Contact Centre VoIP installations will be a success, it has been suggested.

Frost & Sullivan praises NICE solution

Mon, 13 Jul 2009 00:00:00 GMT

A Call Centre Technology partner firm has been praised for developing a call recording solution which is accessible to small and medium-sized contact centres.

NICE Perform eXpress introduced to market

Fri, 10 Jul 2009 00:00:00 GMT

NICE Systems has unveiled its latest Insight from Interactions solution, NICE Perform eXpress, which is designed to deliver cost-efficient call recording for regulatory compliance.

SMEs urged to embrace hosted IT solutions

Fri, 10 Jul 2009 00:00:00 GMT

Businesses can avoid making significant IT infrastructure investments by embracing pay technology optio

BCC - Worst of the recession now over

Fri, 10 Jul 2009 00:00:00 GMT

The worst of the recession is now over, the British Chambers of Commerce (BCC) has claimed.

Personalised IVR applications 'the way forward'

Wed, 08 Jul 2009 00:00:00 GMT

Personalisation of interactive voice response (IVR) systems may be key to improving customer experience and boosting retention levels, it has been suggested.

Firms should seek advice on CRM applications

Wed, 08 Jul 2009 00:00:00 GMT

Businesses investing in customer relationship management (CRM) applications should seek feedback from other companies over particular products, it has been suggested.

Incentive scheme potential 'must be maximised'

Wed, 08 Jul 2009 00:00:00 GMT

Communication managers seeking to reduce staff attrition must ensure they maximise the potential of incentive schemes, it has been suggested.

Local council 'improves first call resolution rates'

Tue, 07 Jul 2009 00:00:00 GMT

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.

Green IT 'reduces expenditure'

Tue, 07 Jul 2009 00:00:00 GMT

Companies can embrace green IT while reducing costs, one commentator has claimed.

Public sector 'must improve on green technology'

Mon, 06 Jul 2009 00:00:00 GMT

Increased levels of information and awareness, and a drastic improvement in how they share knowledge is needed if public sector organisations are to meet carbon reduction targets, it has been claimed.

Call centre technology 'helps streamline council service offering'

Mon, 06 Jul 2009 00:00:00 GMT

A Lancashire local government department has deployed new call centre technology in a bid to reduce avoidable contact and improve

Broadband network 'must be well planned and affordable'

Mon, 06 Jul 2009 00:00:00 GMT

The planned UK high-speed broadband network must be both affordable and reliable, it has been claimed.

Kenya broadband access raises contact centre hopes

Fri, 03 Jul 2009 00:00:00 GMT

Kenya is about to receive its first fibre-optic cable, facilitating high speed broadband and potentially the emergence of international contact centres in the East African nation, it has been reported.

Brits 'to welcome new roaming rates'

Fri, 03 Jul 2009 00:00:00 GMT

New roaming rates will be a welcome change to British holidaymakers this summer, according to Mobile-Phones.co.uk.

Conference VoIP 'taking off'

Thu, 02 Jul 2009 00:00:00 GMT

Voice-over Internet Protocol (VoIP) conference phones are the newest innovations in the business telephony industry, it has been reported.

Recruitment continuing in 'robust' UK contact centre

Thu, 02 Jul 2009 00:00:00 GMT

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.

Teleopti reports sales rise in Q1

Wed, 01 Jul 2009 00:00:00 GMT

International telecom expense and workforce management firm Teleopti has bucked the trend of the economic downturn by reporting an increase in orders.

Scottish call centre award winners named

Wed, 01 Jul 2009 00:00:00 GMT

The Scottish winners of the inaugural Call Centre Hero Awards 2009 have been announced.

NICE global analytics standing recognised

Wed, 01 Jul 2009 00:00:00 GMT

Global insight from interactions provider NICE Systems – a partner of Call Centre Technology – has had its leadership position in the 2009 contact centre analytics mar

Cisco reports telecommuting benefits

Tue, 30 Jun 2009 00:00:00 GMT

Cisco has witnessed reduced costs and improved employee retention since introducing flexible working patterns, it has been revealed.

Regular breaks 'necessary for call centre workers'

Tue, 30 Jun 2009 00:00:00 GMT

Call centre employees have been instructed to make sure they take regular breaks away form their workstation in a bid to reduce stress levels.

Call Centre Hero Award winners announced

Tue, 30 Jun 2009 00:00:00 GMT

The winners of the inaugural UK Call Centre Hero Awards 2009 have been announced, to coincide with the staging of UK Call Centre Week.

'Action needed' over silent calls

Mon, 29 Jun 2009 00:00:00 GMT

The government needs to take action over the issue of silent calls, according to one Member of Parliament.

Call centre technology 'creating opportunities'

Mon, 29 Jun 2009 00:00:00 GMT

Avaya call centre technology is helping businesses to "unleash powerful new opportunities", it has been claimed.

Performance pay 'may de-motivate workers'

Mon, 29 Jun 2009 00:00:00 GMT

Employees may be discouraged from putting in maximum effort at work if they are on performance-related contracts, it has been reported.

Firms urged to make use of outsourcing

Fri, 26 Jun 2009 00:00:00 GMT

Using outsourcing can allow businesses to concentrate on core areas of their business, it has been proposed.

Gartner salutes Avaya IVR offering

Fri, 26 Jun 2009 00:00:00 GMT

Avaya Voice Portal has received a "strong positive" rating in Gartner's recent MarketScope for Interactive Voice Response (IVR) Systems and Enterprise Voice Portals 2009 report.

Recognising stress 'can reduce staff attrition'

Fri, 26 Jun 2009 00:00:00 GMT

Communication managers can reduce staff attrition levels within their organisations by recognising employee stress, it has been reported.

Employers 'can reduce staff attrition through openness at interview'

Thu, 25 Jun 2009 00:00:00 GMT

Employer-led attempts to reduce staff attrition must begin in the recruitment process, it has been suggested.

Firms 'cannot be complacent over staff attrition'

Thu, 25 Jun 2009 00:00:00 GMT

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.

UAE outsourcer upgrades Avaya system

Thu, 25 Jun 2009 00:00:00 GMT

A United Arab Emirates-based outsourcing firm has decided to upgrade its Avaya Call Centre system to a newer model.

Avaya UC solution receives security certification

Wed, 24 Jun 2009 00:00:00 GMT

Avaya's unified communications (UC) solution has been certified for its security capabilities through the Common Criteria for IT Security Evaluation.

CCA accreditation for NHS Direct

Wed, 24 Jun 2009 00:00:00 GMT

NHS Direct has achieved certification to the Customer Contact Association (CCA) Global Standard across its 35 contact centres in England.

Loyal employees 'rewarded for service'

Wed, 24 Jun 2009 00:00:00 GMT

A Scottish contact centre has taken 70 of its employees on a special day out, rewarding them for five years' loyal service.

Open source CRM software 'taking off'

Tue, 23 Jun 2009 00:00:00 GMT

Larger businesses – potentially including call centres - are increasingly using open source customer relationship management (CRM) software in the course of their work duties, it has been suggested.

Firms urged to commit to cross and up-selling

Tue, 23 Jun 2009 00:00:00 GMT

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.

Regional contact centre awards welcomes entrants

Tue, 23 Jun 2009 00:00:00 GMT

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.

Self-service 'can improve agent efficiency'

Mon, 22 Jun 2009 00:00:00 GMT

Firms can improve the agent desktop and the effectiveness of employees by exposing more business processes to self-service solutions, it has been suggested.

Staff empowerment 'can help retain customers'

Mon, 22 Jun 2009 00:00:00 GMT

Empowering call centre employees with knowledge and responsibility can help improve customer retention rates, on expert has claimed.

Digital Britain report 'too vague'

Mon, 22 Jun 2009 00:00:00 GMT

The wide breadth of topics covered by Lord Carter's Digital Britain report may have held it back from developing the UK communications sector, it has been suggested.

Self-service investment 'to continue'

Fri, 19 Jun 2009 00:00:00 GMT

North American businesses are set to continue investing in self-service technology as the recession ensues, it has been claimed.

Robotic agents firm 'to create jobs in Newcastle'

Fri, 19 Jun 2009 00:00:00 GMT

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.

Customer interaction management tools 'aiding bookmaker'

Thu, 18 Jun 2009 00:00:00 GMT

Irish bookmaker Paddy Power has reduced customer contact times by deploying customer interaction management tools, it says.

Customer service award nomination for insurer

Thu, 18 Jun 2009 00:00:00 GMT

RIAS has been named as a finalist in the Customer Care Award category at the 2009 British Insurance Awards.

NICE makes Interaction Analytics available as hosted solution

Thu, 18 Jun 2009 00:00:00 GMT

Insight from Interactions solutions provider NICE Systems is making its Interaction Analytics solution available in managed service format in a bid to provide users with a quick return on investment and low total cost of ownership.

Ofcom welcomes Digital Britain report

Wed, 17 Jun 2009 00:00:00 GMT

Media regulator Ofcom has welcomed the publication of the government's final Digital Britain report.

Carter's Digital Britain report published

Wed, 17 Jun 2009 00:00:00 GMT

The Digital Britain report, published by Lord Carter this week, will introduce a new broadband levy designed to fund expansion of the UK's internet infrastructure

Report calls for fees to back VoIP systems

Tue, 16 Jun 2009 00:00:00 GMT

A new fee could be introduced to support firms that would like their web connections boosted to support for Voice over Internet Protocol (VoIP) solutions.

Avaya technology helps firm win award

Tue, 16 Jun 2009 00:00:00 GMT

A Norwegian telecommunications firm that uses Avaya call centre technology has won a major award for its client support.

Virgin Games benefitting from multimedia contact centre solution

Tue, 16 Jun 2009 00:00:00 GMT

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.

Cisco sets up customer contact centre in Egypt

Tue, 16 Jun 2009 00:00:00 GMT

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.

Firms 'head online to support contact centre activity'

Mon, 15 Jun 2009 00:00:00 GMT

A trend is emerging which is leading many companies to merge their contact centre activity with online follow-up campaigns, it has been claimed.

Avaya and IBM expand relationship

Mon, 15 Jun 2009 00:00:00 GMT

Two leading communications providers have teamed up to create unified call centre technology solutions.

Homeworking 'can be as efficient as office work'

Mon, 15 Jun 2009 00:00:00 GMT

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.

UK broadband plan 'to create choice, not force web on everyone'

Mon, 15 Jun 2009 00:00:00 GMT

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.

Application tips for communication managers

Mon, 15 Jun 2009 00:00:00 GMT

Communication managers need to stand out from the crowd when seeking new employment opportunities, it has been suggested.

Avaya announce Avaya one-X Agent

Mon, 15 Jun 2009 00:00:00 GMT

Avaya announce Avaya one-X Agent

Teleopti joins Cisco program

Fri, 12 Jun 2009 00:00:00 GMT

Workforce and performance management solutions firm Teleopti has revealed it has joined an initiative organised by Cisco.

Businesses 'changing reasons for VoIP take-up'

Fri, 12 Jun 2009 00:00:00 GMT

The reasons that businesses commonly cite for taking up voiceover internet protocol (VoIP) technology are changing, according to an expert.

Cisco predicts global IP traffic rise

Thu, 11 Jun 2009 00:00:00 GMT

New research from a leading networking company has revealed that global IP traffic is set to rise dramatically in the next few years.

BCS launches data security code

Tue, 09 Jun 2009 00:00:00 GMT

The British Computer Society (BCS) has unveiled new guidance for firms that regularly handle the personal data of customers.

Rise in outsourced customer services 'to continue'

Tue, 09 Jun 2009 00:00:00 GMT

A new study has claimed that the contact outsourcing industry is to continue to grow over the next few years.

Cisco launches new small business products

Mon, 08 Jun 2009 00:00:00 GMT

A leading networking firm has announced the launch of a new range of systems designed specifically for small businesses.

Firms 'moving away from offshore outsourcing'

Mon, 08 Jun 2009 00:00:00 GMT

The UK's call centre industry could be boosted by claims that a number of businesses are choosing not to move their operations offshore.

Police warn of telephone banking scam

Fri, 05 Jun 2009 00:00:00 GMT

Police in Scotland have warned banking consumers that a gang of scammers has been seeking to obtain personal financial information over the telephone.

VoIP 'rising in popularity'

Fri, 05 Jun 2009 00:00:00 GMT

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 com

Day shifts 'beneficial for reducing staff attrition'

Fri, 05 Jun 2009 00:00:00 GMT

Call centres may be able to reduce staff attrition by allowing employees to work more sociable hours, it has been suggested.

Shared services 'benefitting call centres'

Fri, 05 Jun 2009 00:00:00 GMT

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.

Study highlights network infrastructure concerns

Thu, 04 Jun 2009 00:00:00 GMT

More than eight in ten organisations in the UK are concerned about their network performance but fail to act on it due to financial cutbacks, it has been suggested.

Worker health 'key to employee retention'

Thu, 04 Jun 2009 00:00:00 GMT

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.

Call technology 'must meet varied requirements'

Thu, 04 Jun 2009 00:00:00 GMT

Successful call centres should be dynamic, rounded and sufficiently equipped able to meet the varying demands of customers, employees and managers, it is claimed.

Customer satisfaction low in utility firms

Wed, 03 Jun 2009 00:00:00 GMT

A new report has found that utility companies are falling behind other sectors in providing high-quality customer service.

Ambulance service adopts new Nice technology

Wed, 03 Jun 2009 00:00:00 GMT

The British Columbia Ambulance Service (BCAS) has chosen to deploy Nice Inform and other Nice Systems solutions to manage emergency communications, it has announced.

Call centre best practice network group launched

Wed, 03 Jun 2009 00:00:00 GMT

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.

Air carrier deploys IVR system

Wed, 03 Jun 2009 00:00:00 GMT

An international air carrier has installed interactive voice response (IVR) technology to help improve customer service levels, it has been reported.

Avaya acquires Agile Software

Tue, 02 Jun 2009 00:00:00 GMT

Leading business communications applications, systems and services provider Avaya has acquired Agile Software NZ, the developer of the Avaya Contact Center Express solution.

Call centre outsourcing industry 'set for boost'

Tue, 02 Jun 2009 00:00:00 GMT

The call centre outsourcing industry should continue to thrive during 2009 as a number of new trends emerge, a report has indicated.

Parental leave allowance 'can help reduce staff attrition'

Tue, 02 Jun 2009 00:00:00 GMT

Businesses can potentially retain talented employees and reduce staff attrition by allowing male employees to take paternity leave, it has been claimed.

Barrow jobs boost as positions move from Ireland

Mon, 01 Jun 2009 00:00:00 GMT

The growing contact centre industry in the north-west of England is set for another jobs boost, it has been reported.

Web 2.0 'could help reduce staff attrition'

Mon, 01 Jun 2009 00:00:00 GMT

Employers can use web 2.0 technology to communicate and engage with younger workers, it has been proposed.

Netbook 'popularity rising'

Mon, 01 Jun 2009 00:00:00 GMT

Consumers are buying mini-note PCs (netbooks) over notebook computers because they are practical and portable, it has been claimed.

New call centre for Clearly Contacts

Fri, 29 May 2009 00:00:00 GMT

Vision care provider Clearly Contacts has established a call centre to help deliver services to it rapidly expanding customer base.

'Interest growing' in home-based agents

Fri, 29 May 2009 00:00:00 GMT

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 pr

Firms 'must not flout call regulations'

Fri, 29 May 2009 00:00:00 GMT

Businesses have been reminded of the need to adhere to outbound and proactive call regulations by a leading industry figure.

Introducing Avaya Aura & Avaya Aura CM 5.2

Thu, 28 May 2009 00:00:00 GMT

Introducing Avaya Aura & Avaya Aura CM 5.2

Council to revamp customer service offering

Thu, 28 May 2009 00:00:00 GMT

Inverclyde Council is reshaping its customer service offering in a bid to provide better value for money, it has been reported.

Avaya program 'targets new partners'

Thu, 28 May 2009 00:00:00 GMT

Leading business communications provider Avaya has announced a new program to attract Nortel resellers to its business partner program.

OFT bans misleading cold call firms

Thu, 28 May 2009 00:00:00 GMT

Six debt management businesses and four cold-calling companies have been ordered to stop using unsolicited and misleading calls to advertise their services.

INDeX End of Support Statement from Avaya

Wed, 27 May 2009 00:00:00 GMT

INDeX End of Support Statement from Avaya

Cisco 'helping partners respond to downturn'

Wed, 27 May 2009 00:00:00 GMT

Cisco is responding to the economic downturn by offering a helping hand to channel partners facing mounting financial concerns.

Firms 'using Web 2.0 to combat recession'

Wed, 27 May 2009 00:00:00 GMT

Businesses are increasingly using Web 2.0 technologies to stay productive while cutting costs, according to a new report.

Training crucial to employee retention

Wed, 27 May 2009 00:00:00 GMT

Firms wishing to retain their most talented employees must continue to provide training as the recession ensues, it has been claimed.

'Customer loyalty changing'

Tue, 26 May 2009 00:00:00 GMT

Businesses across the UK need to rethink their approaches to keeping customers loyal to their operations, a new study has found.

Business information on mobile devices 'may never be safe'

Tue, 26 May 2009 00:00:00 GMT

Customer relationship management (CRM) information held on mobile internet devices may never be entirely safe, according to a leading industry magazine.

New call centre to create 600 positions

Tue, 26 May 2009 00:00:00 GMT

Hundreds of new call centre jobs are to be created in Kent, according to reports.

Belgian firm integrates with NICE SmartCenter

Fri, 22 May 2009 00:00:00 GMT

A leading Belgian outsourcer is upgrading to NICE's integrated NICE SmartCenter solution at its six VoIP contact centres.

Firms 'should limit workspace costs'

Fri, 22 May 2009 00:00:00 GMT

Businesses should consider whether they are getting value for money out of workplace space, it has been suggested.

Technology 'to help UK economic recovery'

Fri, 22 May 2009 00:00:00 GMT

Technology is set to play a key part in pulling the UK out of recession, according to the chief executive of Technology Means Business.

Mobile price comparison service accredited by Ofcom

Fri, 22 May 2009 00:00:00 GMT

Ofcom has accredited a price comparison service that allows consumers to get cheaper mobile phone deals by monitoring their online bills.

Team manager inspiring success at ACF

Thu, 21 May 2009 00:00:00 GMT

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.

Call centre networking group 'continuing to grow'

Thu, 21 May 2009 00:00:00 GMT

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.

Headsets 'key to agent productivity and customer experience'

Wed, 20 May 2009 00:00:00 GMT

Headsets play a vital role in shaping the experience shared between sales representatives and their customers, new research has indicated.

Edinburgh call centre wins European award

Wed, 20 May 2009 00:00:00 GMT

A European award has been presented to an Edinburgh call centre, it has been reported.

Thurrock Council changes hours to maintain service levels

Wed, 20 May 2009 00:00:00 GMT

A council contact centre is changing its opening hours in an attempt to increase efficiency while maintaining customer service levels.

Ofcom promises faster resolution to telecoms complaints

Wed, 20 May 2009 00:00:00 GMT

Ofcom has announced new rules to reduce the time consumers have to wait to seek an independent resolution to their disputes with communications providers.

Emergency call centre jobs to be created

Tue, 19 May 2009 00:00:00 GMT

Jobs are to be created at two new emergency call centres in Ireland, it has been reported.

Avaya targets Asia Pacific growth

Tue, 19 May 2009 00:00:00 GMT

Enterprise communications market leader Avaya has announced plans to target growth in the Asia Pacific region.

Avaya launches hospitality media phone

Mon, 18 May 2009 00:00:00 GMT

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.

VoIP market grows by 33 percent

Mon, 18 May 2009 00:00:00 GMT

The global Voice-over-Internet-Protocol (VoIP) market grew by 33 per cent to be worth an estimated £20 billion, new research has suggested.

North-east contact centre conference staged

Mon, 18 May 2009 00:00:00 GMT

Representatives from some of the north-east of England's most successful firms met last week for an industry conference, it has been reported.

CWU blames BT 'mismanagement' for job losses

Fri, 15 May 2009 00:00:00 GMT

The latest round of job losses at BT can be attributed to "damaging mismanagement" of the firm's Global Services arm, a leading union has claimed.

Vodafone cuts EU roaming charges

Fri, 15 May 2009 00:00:00 GMT

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.

Cisco recognise CCT for Service Excellence

Thu, 14 May 2009 00:00:00 GMT

Cisco recognise CCT for Service Excellencegnise CCT for Service Excellence

BT announces 15,000 further job cuts

Thu, 14 May 2009 00:00:00 GMT

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.

North-east call centre goes green

Thu, 14 May 2009 00:00:00 GMT

A Middlesbrough call centre has seen its environmental performance improve radically over the last year after launching a sustainability drive.

Broadband connections slower than expected

Thu, 14 May 2009 00:00:00 GMT

Most broadband advertising cannot be described as misleading since connections are advertised as being 'up to' a certain speed, it has been claimed.

Firms urged to avoid 'unnecessary' cost-cutting

Thu, 14 May 2009 00:00:00 GMT

Many firms that pursue cost-cutting actually see such policies backfire, it has been claimed.

Highways Agency call line receives industry award

Thu, 14 May 2009 00:00:00 GMT

Industry recognition has been given to the Highways Agency Information Line, which provides motorists with details about the latest traffic situations and planned roadworks.

CCMA award winners announced

Wed, 13 May 2009 00:00:00 GMT

The winners of the prestigious Call Centre Management Association (CCMA) awards 2009 have been announced following a presentation ceremony in Manchester.

Ofcom publishes stats of silent calls punishment

Wed, 13 May 2009 00:00:00 GMT

A new Ofcom report has documented the enforcement action taken by the media regulator to protect telecoms customers last year.

Online fraud risk 'heightening'

Tue, 12 May 2009 00:00:00 GMT

Call centre bosses and other business executives should remain on guard against the threat of online fraud, it has been suggested.

Avaya study highlights benefits of flexible working

Tue, 12 May 2009 00:00:00 GMT

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.

Cardiff operations manager nominated for CCMA award

Tue, 12 May 2009 00:00:00 GMT

A Cardiff call centre boss has been nominated for a prestigious honour at the annual Call Centre Management Awards (CCMA), it has been reported.

Solid revenue report for Nice Systems

Mon, 11 May 2009 00:00:00 GMT

Nice Systems has recorded revenue of US$139.2 million (£91.9 million) for the first quarter of 2009.

Asia Pacific contact industry 'set to grow further'

Mon, 11 May 2009 00:00:00 GMT

The Asia Pacific contact industry should continue to grow over the next five years, a new report has indicated.

Bathrooms firm 'set to create new jobs'

Mon, 11 May 2009 00:00:00 GMT

New call centre jobs are to be created in Scotland as a leading bathrooms firm expands its customer service operation.

Cisco 'well positioned for market upturn'

Fri, 08 May 2009 00:00:00 GMT

Cisco's "innovation engine" is driving both technological and business model developments, according to the firm's chairman and chief executive.

New NI call centre jobs threat

Fri, 08 May 2009 00:00:00 GMT

Call centre jobs could be under threat at an office in Northern Ireland, it has been reported.

Remote working possible 'through technological innovation'

Fri, 08 May 2009 00:00:00 GMT

Technological innovations are allowing businesses to let their employees work remotely, it has been claimed.

Internet 'now vital to family life'

Thu, 07 May 2009 00:00:00 GMT

The internet is now central to family life because of its ability to help people stay connected to each other, it has been suggested.

Norfolk tenants gets 24-hour contact centre

Thu, 07 May 2009 00:00:00 GMT

A new 24-hour call centre has been launched in East Anglia to improve the customer service levels provided to housing tenants.

Information security 'worries consumers'

Thu, 07 May 2009 00:00:00 GMT

A new study indicates that consumers are increasingly worried about data security.

IVR 'boosts efficiencies when properly implemented'

Wed, 06 May 2009 00:00:00 GMT

Interactive voice response technology can be used to boost automation and operational efficiencies, it has been suggested.

Engagement 'encourages employee retention'

Wed, 06 May 2009 00:00:00 GMT

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.

Compliance urged over premium rate phone numbers

Wed, 06 May 2009 00:00:00 GMT

Businesses with 0871 and 0872 phone numbers have been reminded of the need to comply with new consumer protection rules taking effect this summer.

Autoglass to open second call centre

Tue, 05 May 2009 00:00:00 GMT

A new call centre is set to be opened by Autoglass to cope with soaring demand for its services, it has been reported.

Emergency call centre opened for swine flu queries

Tue, 05 May 2009 00:00:00 GMT

A primary care trust (PCT) has opened an emergency call centre to help field queries relating to swine flu, it has been reported.

Africa investing in cabled internet access

Fri, 01 May 2009 00:00:00 GMT

Access to telecommunication services is set to improve in Africa as undersea cables linking the continent to the rest of the world are laid.

Removals firm 'to create customer service jobs in Dublin'

Fri, 01 May 2009 00:00:00 GMT

Customer service jobs have been created in Ireland after household goods forwarder, the Arpin International Group, opened a new centre.

Altitude launches Unified Desktop solution

Fri, 01 May 2009 00:00:00 GMT

Altitude Software's new desktop integration solution has been made available to the global market, it has been announced.

Extra staff for NHS call centre as swine flu fears rise

Fri, 01 May 2009 00:00:00 GMT

A Nottingham call centre has taken on more staff to help provide effective customer service to people worried about the swine flu outbreak.

Lincoln call centre jobs 'set to go'

Thu, 30 Apr 2009 00:00:00 GMT

Jobs are under threat at one of Lincolnshire's largest call centres, it has been reported.

VoIP 'could render mobile networks redundant'

Thu, 30 Apr 2009 00:00:00 GMT

Telecommunications providers could see their main source of income damaged if access to Voice over Internet Protocol (VoIP) services becomes possible from smartp

Government criticised over broadband infrastructure plan

Thu, 30 Apr 2009 00:00:00 GMT

The government has "missed an opportunity" to deploy next-generation broadband nationwide, it has been claimed.

Firms 'considering UC within customer context'

Wed, 29 Apr 2009 00:00:00 GMT

The value of unified communications (UC) solutions can be increased by incorporating customer experience, a new study has indicated.

Senior contact centre staff 'in demand'

Wed, 29 Apr 2009 00:00:00 GMT

Greater demand for senior contact centre staff is likely to be seen as a result of the economic downturn, it has been suggested.

Avaya 'a unified communications market leader'

Tue, 28 Apr 2009 00:00:00 GMT

Business communications systems, software and services provide Avaya has been recognised as a pioneer in its industry by a leading research firm.

'No plans' for national telephone database

Tue, 28 Apr 2009 00:00:00 GMT

The establishment of a national telephone and internet surveillance database has been ruled out by the home secretary, it has been reported.

Performance management solutions market 'growing'

Tue, 28 Apr 2009 00:00:00 GMT

Sales of contact centre and enterprise performance management solutions continue to grow at a healthy rate despite the economic downturn, it has been reported.

Sheffield call centre 'to create jobs'

Mon, 27 Apr 2009 00:00:00 GMT

Up to 50 new jobs are set to be created as a telemarketing company expands in South Yorkshire, it has been reported.

Firms 'investing in data protection technology'

Mon, 27 Apr 2009 00:00:00 GMT

Many firms are still putting money into backing-up and ensuring access to their data despite the economic downturn, it has been suggested.

EU to legislate on overseas text charges

Mon, 27 Apr 2009 00:00:00 GMT

The European Parliament has voted in favour of new rules on SMS and data roaming charges.

Recruitment process 'key to reducing employee attrition'

Fri, 24 Apr 2009 00:00:00 GMT

Firms wishing to reduce staff attrition levels need to take greater care during the recruitment process, it has been suggested.

Cisco UC solutions 'benefiting food service firm'

Fri, 24 Apr 2009 00:00:00 GMT

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

High calibre outsourcers 'have market opportunities'

Fri, 24 Apr 2009 00:00:00 GMT

Opportunities exist for offshore call centres committed to providing the highest levels of customer service, it has been suggested.

British Gas to roll out customer feedback software

Thu, 23 Apr 2009 00:00:00 GMT

British Gas is planning to roll out new customer feedback software following a trial period at its call centre in Cardiff.

CRM award for Altitude Software

Thu, 23 Apr 2009 00:00:00 GMT

Altitude Software's Altitude Unified Desktop has been awarded a 2009 customer relationship management (CRM) excellence award.

Nice launches Perform 3.2 solution

Thu, 23 Apr 2009 00:00:00 GMT

Nice Systems has launched a new session initiation protocol-based recording and enhanced virtualisation solution entitled Nice Perform 3.2.

Chancellor announces broadband infrastructure investment

Thu, 23 Apr 2009 00:00:00 GMT

The government has announced plans to extend broadband coverage across the UK.

VoIP 'set to dominate global telephony'

Wed, 22 Apr 2009 00:00:00 GMT

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.

Avaya solutions help air carrier reduce costs

Wed, 22 Apr 2009 00:00:00 GMT

An international air carrier has reduced its contact centre operating costs by 30 per cent after upgrading to the latest Avaya technology.

Outsourcing to virtual call centre 'makes sense'

Wed, 22 Apr 2009 00:00:00 GMT

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.

Nice Systems conference 'to drive innovation'

Tue, 21 Apr 2009 00:00:00 GMT

Nice Systems will again use its Annual User Conference to focus on developing new strategies to drive value in contact centres, it has reported.

Broadband investment 'will benefit businesses'

Tue, 21 Apr 2009 00:00:00 GMT

UK businesses will benefit from next-generation internet access as well as consumers, it has been suggested.

Travel call centre retains industry award

Mon, 20 Apr 2009 00:00:00 GMT

A north-west travel call centre has been named as the best in its industry for the seventh year in succession.

Hackers 'could target calls to steal data'

Mon, 20 Apr 2009 00:00:00 GMT

Hackers with the appropriate tools could theoretically hijack a phone remotely simply by sending SMS messages to it, it has been claimed.

2Mbps broadband 'is too slow'

Mon, 20 Apr 2009 00:00:00 GMT

Lord Carter's Digital Britain report must set a more ambitious standard for broadband speeds in the UK, according to the results of a recent study.

Staff training 'can improve employee retention'

Fri, 17 Apr 2009 00:00:00 GMT

Businesses which invest in training schemes for their staff benefit from a higher calibre of employee, it has been reported.

Web 2.0 'improving call centre solutions'

Fri, 17 Apr 2009 00:00:00 GMT

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.

Call centre jobs boost in County Cork

Fri, 17 Apr 2009 00:00:00 GMT

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.

CCT sponsor CCMA Annual Awards 2009

Thu, 16 Apr 2009 00:00:00 GMT

CCT sponsor CCMA Annual Awards 2009

VoIP 'saves businesses money'

Thu, 16 Apr 2009 00:00:00 GMT

Voice-over Internet Protocol (VoIP) has the potential to save businesses money on their telephony costs, it has been reported.

Market moving towards cloud computing

Thu, 16 Apr 2009 00:00:00 GMT

Firms will continue to invest in cloud computing technologies as 2009 progresses, it has been suggested.

Insurer seeking to bolster call centre workforce

Thu, 16 Apr 2009 00:00:00 GMT

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.

Analytics 'making positive contribution'

Wed, 15 Apr 2009 00:00:00 GMT

Customer experience analytics (CEA) and desktop analytics (DA) are making positive contributions to contact centres and their customers, it has been claimed.

Contact centres 'underappreciated by firms'

Wed, 15 Apr 2009 00:00:00 GMT

The contact centre function is undervalued by most business leaders, despite its crucial nature, it has been suggested.

Virtual call centre jobs 'to be created in Leeds'

Wed, 15 Apr 2009 00:00:00 GMT

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.

Customer service 'benefits' through IVR

Wed, 15 Apr 2009 00:00:00 GMT

Businesses with customer service operations can use interactive voice response (IVR) technology to streamline a number of processes, it has been claimed.

Modern IVR 'increases benefits for savers'

Wed, 15 Apr 2009 00:00:00 GMT

Advanced speech-enabled, self-serve interactive voice response (IVR) systems are increasingly replacing existing dual-tone multi-frequency equivalents, it is claimed.

Avaya: Virtual contact centre interest to grow

Tue, 14 Apr 2009 00:00:00 GMT

Avaya believes the global economic downturn will boost demand for virtual call centre services as firms bid to reduce their outgoings.

Customer service award for county council

Tue, 14 Apr 2009 00:00:00 GMT

West Sussex County Council's contact centre has been recognised for its commitment to building great customer experience.

Council invests in unified communications

Tue, 14 Apr 2009 00:00:00 GMT

Wakefield Council is set to invest over £3 million in an Internet Protocol (IP)-based unified communications infrastructure, it has been announced.

British Gas 'analysing customer termination'

Thu, 09 Apr 2009 00:00:00 GMT

British Gas has announced it is implementing a new call monitoring service to improve client retention.

Ensure tone and attitude of calls are correct, expert warns

Wed, 08 Apr 2009 00:00:00 GMT

Businesses which operate in telemarketing need to ensure their customer service calls are done with the right attitude, according to an industry expert.

Targeted training 'sought-after' to survive recession

Wed, 08 Apr 2009 00:00:00 GMT

Employers are increasingly looking to staff training to help them survive the economic downturn, a new study suggests.

Businesses 'need to watch costs'

Wed, 08 Apr 2009 00:00:00 GMT

Businesses across the UK have to watch costs and hold tight, according to Smallbusiness.co.uk.

Flexible working 'offers benefits'

Tue, 07 Apr 2009 00:00:00 GMT

The majority of companies can benefit from flexible working, according to Work Wise UK.

Hoseasons looking to expand call centre workforce

Tue, 07 Apr 2009 00:00:00 GMT

A UK travel firm has announced it is looking for new additional staff for its East Anglia call centre, it has been reported.

Mobile VoIP 'restricted by networks'

Mon, 06 Apr 2009 00:00:00 GMT

The use of mobile VoIP services is being held back by restrictions placed on applications, it has been suggested.

Firms 'undervalue customer service'

Mon, 06 Apr 2009 00:00:00 GMT

The value of customer service contact centres is undervalued by many business leaders, according to the latest research.

Jobs created at Accrington call centre

Fri, 03 Apr 2009 00:00:00 GMT

Sitel is planning to create around 50 call centre jobs at its Globe Centre in Accrington.

'Future exists' for IP firms and traditional telephony

Fri, 03 Apr 2009 00:00:00 GMT

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.

Mobile IP technology 'here to stay'

Fri, 03 Apr 2009 00:00:00 GMT

Communications service providers now accept that internet protocol (IP) technology is here to stay where mobile technology is concerned.

Plantronics launches UC wireless headsets

Fri, 03 Apr 2009 00:00:00 GMT

Plantronics has launched a range of unified communications (UC) wireless headsets.

Call centres warned to 'treat customers with respect'

Thu, 02 Apr 2009 00:00:00 GMT

The Direct Marketing Association (DMA) has told call centre managers that customers need to be treated with respect to ensure future relationships with them.

Customer experience 'crucial for success'

Thu, 02 Apr 2009 00:00:00 GMT

Building great customer experience is crucial for firms wishing to succeed, in bad times and in good, it has been suggested.

Technology sector 'will recover quickly'

Thu, 02 Apr 2009 00:00:00 GMT

The technology industry should not be too negative about the drop in demand brought about by the recession, it has been claimed.

Avaya launches call routing solution

Thu, 02 Apr 2009 00:00:00 GMT

Business telecommunications giant Avaya has launched a new contact centre solution that uses advanced Session Initiation Protocol (SIP) technology to help businesses improve customer experienc

Outbound IVR 'set to take off'

Thu, 02 Apr 2009 00:00:00 GMT

Outbound interactive voice response technology (IVR) will be "a tremendous area of growth" over the next five years, it has been claimed.

Devon call centre praised for service levels

Wed, 01 Apr 2009 00:00:00 GMT

Praise has been offered for a Devon call centre providing information on council services.

Contact centres 'not meeting customer treatment obligations'

Wed, 01 Apr 2009 00:00:00 GMT

Many contact centre firms have yet to fully comply with Treating Customer Fairly (TCF) requirements as required by the Financial Services Authority (FSA), it has been suggested.

Nortel employees lose jobs without redundancy pay

Wed, 01 Apr 2009 00:00:00 GMT

Telecoms firm Nortel has cut staff numbers at its sites in Berkshire and Northern Ireland with immediate effect.

Avaya launches Aura communications solution

Tue, 31 Mar 2009 00:00:00 GMT

Avaya has announced the release of it Aura solution, which it describes as "breakthrough architecture".

Telecoms firm scoops customer service award

Tue, 31 Mar 2009 00:00:00 GMT

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.

Silent calls 'reducing as consumers fight back'

Tue, 31 Mar 2009 00:00:00 GMT

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.

South West Contact Centre Forum welcoming award entrants

Mon, 30 Mar 2009 00:00:00 GMT

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.

Insurance firm hires 40 staff in NI

Mon, 30 Mar 2009 00:00:00 GMT

Hughes Insurance, a locally-owned car insurance broker, has created 40 new customer services professionals across its network in Northern Ireland.

Unified Communications 'can drive productivity'

Fri, 27 Mar 2009 00:00:00 GMT

Unified Communications (UC) can improve the quality of business interactions by providing users with the means to integrate and control all correspondence with partners and customers, it has been stated.

Switching off computers 'good for environment and company accounts'

Fri, 27 Mar 2009 00:00:00 GMT

UK firms could help the government reduce its annual carbon reduction target by nearly a third by switching PCs and monitors off at evenings and weekends, it has been reported.

Ubiquitous broadband 'would help economy and society'

Fri, 27 Mar 2009 00:00:00 GMT

Nations should invest in ubiquitous broadband to allow all global citizens to participate in the human network, it has been suggested.

Virtual call firm to hire Liverpool workers

Thu, 26 Mar 2009 00:00:00 GMT

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.

Industry agreement 'needed over telecoms fraud'

Thu, 26 Mar 2009 00:00:00 GMT

While preventing telecommunication fraud and command-line interface from being transported around the world is necessary, international standards are not the best way to achieve this, it has been suggested.

2 billion to have mobile broadband by 2013

Thu, 26 Mar 2009 00:00:00 GMT

Up to two billion people may be using mobile broadband within five years, according to a new research project.

IVR systems 'must work properly'

Wed, 25 Mar 2009 00:00:00 GMT

Call centres must ensure their interactive voice response (IVR) systems work properly before they go live, in order to avoid any customer service hiccups.

HSBC call centre jobs 'under threat'

Wed, 25 Mar 2009 00:00:00 GMT

The jobs of many HSBC call centre workers could be under threat, it has been reported.

Customer service understanding 'vital in current market'

Wed, 25 Mar 2009 00:00:00 GMT

The importance of understanding, strengthening and preserving existing customer relationships has never been more profound than in the current market, it has been suggested.

HD VoIP 'may be the future'

Tue, 24 Mar 2009 00:00:00 GMT

The future of the Voice over Internet Protocol (VoIP) industry may lie in high-definition (HD) technology, it has been claimed.

'Protection needed' over nuisance calls

Tue, 24 Mar 2009 00:00:00 GMT

Consumers need greater protection against nuisance calls, it has been suggested.

Super-fast broadband locations revealed

Tue, 24 Mar 2009 00:00:00 GMT

BT has named the first 29 exchanges set to benefit from its new fibre-based super-fast broadband infrastructure.

Teleopti to partner queue management firm

Mon, 23 Mar 2009 00:00:00 GMT

Workforce management solutions provider Teleopti has announced plans to partner with queue management firm Q-Matic.

Highways agency 'localising services'

Mon, 23 Mar 2009 00:00:00 GMT

A local transport agency is localising its customer service operations in a bid to improve user satisfaction levels, it has been reported.

'Small gestures can improve customer satisfaction'

Fri, 20 Mar 2009 00:00:00 GMT

A new survey has found that small gestures from call centres can improve the happiness of customers.

Family friendly policies 'can improve staff retention'

Fri, 20 Mar 2009 00:00:00 GMT

Call centres which offer more family friendly policies could improve their staff retention and loyalty, according to the Institute for Employment Rights (IER).

delete me

Thu, 19 Mar 2009 00:00:00 GMT

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delete me

Thu, 19 Mar 2009 00:00:00 GMT

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Organisations looking to cut costs through internet use

Thu, 19 Mar 2009 00:00:00 GMT

A new study has found that companies are looking to use the internet to help cut costs across their organisation.

Call centre staff holding crunch talks with bosses

Thu, 19 Mar 2009 00:00:00 GMT

Call centre staff in Yorkshire are holding crunch talks with bosses to save jobs at the site, it has been reported.

O2 achieves 'exceptional customer service'

Thu, 19 Mar 2009 00:00:00 GMT

O2 and IDNet have been commended for their customer service in a new survey of the broadband industry.

BT sets world record in customer satisfaction

Wed, 18 Mar 2009 00:00:00 GMT

BT sets world record in customer satisfaction

Wed, 18 Mar 2009 00:00:00 GMT

BT sets world record in customer satisfaction

Wed, 18 Mar 2009 00:00:00 GMT

BT sets world record in customer satisfaction

Wed, 18 Mar 2009 00:00:00 GMT

BT sets world record in customer satisfaction

Wed, 18 Mar 2009 00:00:00 GMT

BT sets world record in customer satisfaction

Wed, 18 Mar 2009 00:00:00 GMT

Telecommunications firm BT has been praised for the customer service experience provided by its employees to consumers.

Worker suspended after customer name jibe

Wed, 18 Mar 2009 00:00:00 GMT

A mobile phone firm has been forced to apologise after a call centre worker left him a voicemail message ridiculing his name.

Cisco launches £71 million small business support plan

Wed, 18 Mar 2009 00:00:00 GMT

Cisco has announced plans for a $100 million (£71 million) global strategic initiative focused on small business networking and communications solutions.

Communications database plan 'should be dropped'

Wed, 18 Mar 2009 00:00:00 GMT

The government should drop plans for a database which records the population's mobile phone and internet traffic, it has been argued.

Customers' call centre concerns revealed

Tue, 17 Mar 2009 00:00:00 GMT

The duration of hold times experienced by customers have dramatically increased in the last four years, new research has indicated.

Contact centres warned of identity theft risks

Tue, 17 Mar 2009 00:00:00 GMT

Contact centres may offer criminals "multiple opportunities" for identity theft, it has been claimed.

DELETE-ME

Tue, 17 Mar 2009 00:00:00 GMT

UC 'improves customer service'

Mon, 16 Mar 2009 00:00:00 GMT

A new study has found that unified communications (UC) improve customer service levels in call centres.

Drugs firms in-sourcing 'for greater service levels'

Mon, 16 Mar 2009 00:00:00 GMT

Medical information call centres have largely resisted the urge to outsource customer service operations, a new report has found.

Telephone interpreting 'can drive revenue'

Mon, 16 Mar 2009 00:00:00 GMT

Many businesses in the UK could be losing out on custom due to a failure to invest in foreign language skills, it has been suggested.

Jobs announced at Preston call centre

Fri, 13 Mar 2009 00:00:00 GMT

Ninety jobs are to be created at a Preston call centre, weeks after redundancies were announced at the same site.

Cisco solution helps Egyptian firm drive revenue

Fri, 13 Mar 2009 00:00:00 GMT

A new Egyptian contact centre service provider has enjoyed rapid business growth since its recent deployment of the Cisco Unified Contact Centre Enterprise solution.

MP speaks out against silent calls

Thu, 12 Mar 2009 00:00:00 GMT

An MP has joined the campaign against the use of silent phone calls by outbound contact centres.

Proactive contact 'helps relationship building'

Thu, 12 Mar 2009 00:00:00 GMT

Firms can benefit by implementing an interactive multi-channel communications strategy to more effectively reach consumers with relevant information, it has been claimed.

Call centre workers volunteering for Red Nose Day

Thu, 12 Mar 2009 00:00:00 GMT

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.

'Savings possible' through VoIP use

Wed, 11 Mar 2009 00:00:00 GMT

Voice-over Internet Protocol (VoIP) technology can enable businesses to reduce costs while maintaining service levels, it has been suggested.

Users 'aware of unified communications benefits'

Wed, 11 Mar 2009 00:00:00 GMT

Unified communications (UC) help improve customer satisfaction by improving service levels and raising first call resolution levels, new research has suggested.

Unified communications helping vets to work remotely

Wed, 11 Mar 2009 00:00:00 GMT

Vets at a surgery in Kentucky, US, have been able to collaborate with each other from remote locations thanks to the adoption of unified communications technology, it has been claimed.

Continuity plan helps insurer maintain service levels

Wed, 11 Mar 2009 00:00:00 GMT

A leading insurance firm was able to maintain high levels of customer service throughout February's weather difficulties due to its business continuity provisions.

Voice portals 'driving IVR forward'

Tue, 10 Mar 2009 00:00:00 GMT

Many businesses are choosing to upgrade from traditional customer self service technology to standards based voice portals, it has been claimed.

'Future bright' for Scottish contact centre industry

Tue, 10 Mar 2009 00:00:00 GMT

The contact centre industry has a bright future in northern Scotland, according to the Highlands and Islands Enterprise (HIE).

Southend call centre announces expansion plans

Tue, 10 Mar 2009 00:00:00 GMT

A call centre in Southend is to launch a new recruitment drive after seeing turnover increase by more than 25 per cent over the three months to January 2009, it has been reported.

GoResponse recognised for telephone answering

Mon, 09 Mar 2009 00:00:00 GMT

GoResponse has emerged as the top performer in a survey of 51 companies based upon sales growth in the telephone answering service sector.

Teleopti CCC Forecasts 'offer workforce management gains'

Mon, 09 Mar 2009 00:00:00 GMT

Call and contact centres wishing to boost their workforce management capability may wish to consider sampling the Teleopti CCC Forecasts solution.

Multimedia contact boost for insurance firm

Mon, 09 Mar 2009 00:00:00 GMT

A car insurance provider has updated its customer service offering by launching a revamped website to help handle enquiries.

Unified communication uptake 'variable'

Fri, 06 Mar 2009 00:00:00 GMT

New research has found that the uptake of Voice-over Internet Protocol (VoIP) services varies considerably across Europe.

Call Centre helps boost Kia's credibility

Fri, 06 Mar 2009 00:00:00 GMT

Automotive manufacturer Kia has revealed that its new call centre has been an integral part of helping the company cut costs and increase its credibility in the fleet car industry.

Customer service award for West Kent housing associationc

Thu, 05 Mar 2009 00:00:00 GMT

West Kent Housing Association has received a customer service award, the first of its kind in the south.

Customer service staff boosted by NVQ qualifications

Thu, 05 Mar 2009 00:00:00 GMT

Customer service staff working for accommodation website Late Rooms have seen improved morale after the employer offered them a chance to work towards new qualifications.

Sitel wins global contact centre recognition

Wed, 04 Mar 2009 00:00:00 GMT

International business process outsourcing provider Sitel has been named as the Best Performing Contact Centre in the fifth annual Global Services 100 survey.

BPM tools providing firms with additional flexibility

Wed, 04 Mar 2009 00:00:00 GMT

Firms are becoming increasingly aware of the need for greater flexibility and responsiveness in order to combat the economic downturn, a new study has suggested.

Team leader wins Employee of the Year award

Wed, 04 Mar 2009 00:00:00 GMT

Uddingston-based Stephen Carella has been named Employee of the Year at the award-winning Kwik Fit Insurance call centre.

IVR 'becoming more popular'

Tue, 03 Mar 2009 00:00:00 GMT

Interactive Voice Response Technology (IVR) is becoming more popular due to its ability to improve customer service levels, it has been claimed.

Call centre workers takes thousands of pounds

Tue, 03 Mar 2009 00:00:00 GMT

A call centre worker stole hundreds of customers' personal details and used them to transfer thousands of pounds into his own bank account.

Ofcom 'to approve broadband plans'

Tue, 03 Mar 2009 00:00:00 GMT

Ofcom has granted permission for companies and organisations to invest in super-fast broadband services for UK homes and businesses.

Customer satisfaction 'key for call centres'

Mon, 02 Mar 2009 00:00:00 GMT

Call centres wishing to succeed during a period of economic downturn must ensure they both reduce costs and provide customer satisfaction, it has been claimed.

Cisco chief predicts revenues rise

Mon, 02 Mar 2009 00:00:00 GMT

Communications sector forerunner Cisco could see its revenues increase by a quarter over the next five years, according to its chief executive.

Call centres urged to use CTI

Mon, 02 Mar 2009 00:00:00 GMT

Call centres in the public sector are not making the most of technology such as Computer Telephone Integration (CTI), new research has indicated.

'Pressures mounting' for call professionals

Fri, 27 Feb 2009 00:00:00 GMT

Contact centre agents and managers are facing increased pressures from customer enquiry volumes, it has been suggested.

Marketing firm 'benefitting from virtualisation'

Fri, 27 Feb 2009 00:00:00 GMT

A UK marketing agency has used virtualisation technology to improve its call centre offering, it has announced.

Mobile users 'desire internet access'

Fri, 27 Feb 2009 00:00:00 GMT

Mobile users are demanding a more personalised experience similar to the internet on a PC, it has been suggested.

VoIP 'enables flexible working'

Fri, 27 Feb 2009 00:00:00 GMT

Voice-over Internet Protocol (VoIP) technology can allow employees to work away from the office without impacting upon productivity, it has been suggested.

Oscar celebration encourages sales spike at Kwik Fit

Thu, 26 Feb 2009 00:00:00 GMT

Kwik Fit Insurance hosted its own Oscars celebration this week in a bid to boost staff morale in the company's call centre.

Further jobs boost for Northern Ireland

Thu, 26 Feb 2009 00:00:00 GMT

In further positive news for the Northern Ireland call centre industry, more than 600 jobs are set to be created in Newry, County Down.

Minor gestures 'can improve staff morale'

Thu, 26 Feb 2009 00:00:00 GMT

Employers can improve staff morale levels – and potentially encourage higher employee retention rates – by making a few small gestures to staff members, it has been suggested.

VoIP 'has self-service potential'

Thu, 26 Feb 2009 00:00:00 GMT

Businesses can become more productive by using Voice-over Internet Protocol (VoIP) technology in a self-service capacity, it has been suggested.

Unitary council praised for revamping customer service

Wed, 25 Feb 2009 00:00:00 GMT

A local authority has received ministerial praise for its attempts to improve access to its services.

Conference to provide recession survival and growth tips

Wed, 25 Feb 2009 00:00:00 GMT

Customer Strategy Magazine is to stage a one-day conference geared at helping firms to retain customers and increase their market share.

New jobs planned for NI

Wed, 25 Feb 2009 00:00:00 GMT

Up to 900 new call centre jobs are to be created by Gem in Northern Ireland, it has been reported.

Call centre offering vocal training to staff

Tue, 24 Feb 2009 00:00:00 GMT

A call centre is encouraging its employees to sing as it bids to motivate the workforce while combating absenteeism and staff attrition.

Cisco and Accenture form virtual group alliance

Tue, 24 Feb 2009 00:00:00 GMT

Cisco and Accenture have expanded their strategic alliance to form an innovative virtual group tasked with helping large firms increase their business agility.

Firm offering contact centre NVQ

Tue, 24 Feb 2009 00:00:00 GMT

UK online accommodation site LateRooms has established an NVQ programme to allow its contact centre staff to develop their skills.

Customer service accreditation for council

Mon, 23 Feb 2009 00:00:00 GMT

Winchester City Council has been awarded the government's Customer Service Excellence accreditation after scoring 96 per cent in an assessment.

Downturn 'encouraging SaaS investments in call centres'

Mon, 23 Feb 2009 00:00:00 GMT

The economic downturn can encourage call centres to invest in new technology products and services, it has been claimed.

Call centre workers suspended over 'Irish' joke

Mon, 23 Feb 2009 00:00:00 GMT

BT has suspended 30 call centre workers in Leicester for forwarding an "inappropriate" email joke around the workplace.

'Almost all' in favour of national telecoms innovation

Fri, 20 Feb 2009 00:00:00 GMT

Some 94 per cent of businesses think the UK requires a national high-performance telecommunications infrastructure.

50 new call centre jobs for Plymouth

Fri, 20 Feb 2009 00:00:00 GMT

Up to 50 jobs are set to be created when a call centre moves to Plymouth, it has been reported.

IKEA adopts self service portal

Fri, 20 Feb 2009 00:00:00 GMT

IKEA customers are benefitting from the introduction of a new self-service phone portal, it has been claimed.

Mobile broadband 'will not replace fixed line'

Fri, 20 Feb 2009 00:00:00 GMT

Almost 150 million mobile broadband connections could exist worldwide within the next five years, a new study has indicated.

Green approach 'can save money'

Fri, 20 Feb 2009 00:00:00 GMT

Firms can save money by raising their green credentials, it has been claimed.

Multi-channel contact centres 'a must'

Wed, 18 Feb 2009 00:00:00 GMT

Contact centres must become multi-channel operations if they wish to continue meeting customer expectations.

IVR take-up 'increasing in EMEA'

Wed, 18 Feb 2009 00:00:00 GMT

Reduced capital expenditure requirements and lower total cost of ownership is driving increased adoption of hosted interactive voice response (IVR) services throughout Europe, Middle East, and Africa (EMEA), it has been claimed.

Entrepreneur using VoIP to work flexibly

Wed, 18 Feb 2009 00:00:00 GMT

A newly-established small business in the capital is using Voice-over Internet Protocol (VoIP) technology to work flexibly and cost effectively, it has been repo

Consumers 'not against outbound communication'

Tue, 17 Feb 2009 00:00:00 GMT

A new study has found that consumers are not against receiving outbound calls from companies.

'Record revenues' at Nice Systems

Tue, 17 Feb 2009 00:00:00 GMT

Nice Systems has reported record revenues and earnings for the fourth quarter of 2008.

ICT innovation 'needed to compete'

Tue, 17 Feb 2009 00:00:00 GMT

Greater government investment in the ICT industry is needed if Britain is to keep up with the world's leading technological nations, it has been claimed.

Fears over NI call centre jobs

Mon, 16 Feb 2009 00:00:00 GMT

There are fears over a number of customer contact jobs at a call centre in Northern Ireland, according to reports.

Nectar 'driving call centre quality'

Mon, 16 Feb 2009 00:00:00 GMT

The leading loyalty points programme in the UK has increased its customer satisfaction and call centre quality, according to new data.

Teleopti makes solution free for download

Fri, 13 Feb 2009 00:00:00 GMT

Teleopti's has made the forecasting function of its award winning workforce management solution Teleopti CCC available for free download.

Relationship building 'key to call centres'

Fri, 13 Feb 2009 00:00:00 GMT

Call centres should seek to build effective customer relationships if they wish to drive revenue through repeat sales.

Recessions 'encourage technology uptake'

Fri, 13 Feb 2009 00:00:00 GMT

Periods of recession often lead to a greater uptake of new technologies, it has been suggested.

Call centre industry 'offers great opportunities'

Thu, 12 Feb 2009 00:00:00 GMT

The modern call centre industry has made "great progress" where employment conditions are concerned and now offers wide and varied careers opportunities with clear scope for progression, it has been suggested.

Self-service 'raises profitability'

Thu, 12 Feb 2009 00:00:00 GMT

Interactive voice response (IVR) technology can help call centres and other firms maintain profitability during the recession, it has been claimed.

Jobs to be created on Merseyside

Thu, 12 Feb 2009 00:00:00 GMT

Vertex has announced plans to recruit up to 500 staff at its Knowsley call centre on Merseyside, it has been reported.

Outsourcers 'must improve service levels'

Wed, 11 Feb 2009 00:00:00 GMT

Service shortcomings may be preventing contact centre outsourcers from attracting new trade as the recession ensues, new industry research has suggested.

Altitude Software upgrades solution

Wed, 11 Feb 2009 00:00:00 GMT

Global contact centre technology provider Altitude Software has released an update for its Altitude uCI 7.5 customer interaction solution suite.

Public 'must be aware' of premium rate scams

Wed, 11 Feb 2009 00:00:00 GMT

Knowsley Council has urged the public to be aware of premium rate phone scams.

Local council wins customer service award

Tue, 10 Feb 2009 00:00:00 GMT

Knowsley Council has received the prestigious Customer Service Excellence (CSE) award from the Cabinet Office in recognition of its continuing commitment to meeting consumer satisfaction de

Retirement firm benefits from VoIP installation

Tue, 10 Feb 2009 00:00:00 GMT

Installation of Voice over Internet Protocol (VoIP) technology has helped one retirement planning consultancy improve its customer service operations to an overall organisation, it has been claimed.

Self service 'can improve service levels'

Mon, 09 Feb 2009 00:00:00 GMT

Self-service solutions can allow live agents to better focus their time without detracting from customer satisfaction levels – providing they are designed to be customer friendly, it has been suggested.

Wi-fi technology allowing mobile working'

Mon, 09 Feb 2009 00:00:00 GMT

Businesses and consumers are increasingly benefitting from the ability to work remotely – even when they are out of the country, it has been suggested.

Clear communication 'can combat staff attrition'

Mon, 09 Feb 2009 00:00:00 GMT

Good communication between managers and the general workforce can help combat absenteeism and staff attrition, it has been suggested.

HMRC centre set for opening

Fri, 06 Feb 2009 00:00:00 GMT

A new HM Revenue and Customs contact centre at Lillyhall, west Cumbira, will officially open next week, it has been reported.

Proactive management 'can deter staff attrition'

Fri, 06 Feb 2009 00:00:00 GMT

A new study conducted by the National Systems Contractors' Association (NSCA) suggests firms must take proactive action to combat staff attrition levels.

'Positive outlook' for Welsh contact industry

Thu, 05 Feb 2009 00:00:00 GMT

The outlook for the Welsh contact centre industry remains positive despite a difficult year, a leading industry expert believes.

External marketing data 'may save money'

Thu, 05 Feb 2009 00:00:00 GMT

The use of eternal marketing data may offer greater value to businesses than research they conduct themselves, it has been suggested.

Syntellect upgrades Voiyager solution

Thu, 05 Feb 2009 00:00:00 GMT

Leading US contact centre solutions provider Syntellect has released its upgraded Voiyager Dynamic Application Discovery solution.

CCMA approves Digital Britain report

Wed, 04 Feb 2009 00:00:00 GMT

The Call Centre Management Association (CCMA) has welcomed the government's interim Digital Britain report.

Expansion plans for Tyneside call centre

Wed, 04 Feb 2009 00:00:00 GMT

North-east based Explain Market Research is to establish a new, specialist call centre in Jesmond, Newcastle as it expands operations.

Avaya names partner award winners

Wed, 04 Feb 2009 00:00:00 GMT

International business communications firm Avaya has announced the recipients of its Middle-East and North Africa Business Partner awards.

Data quality impacts upon marketing success

Wed, 04 Feb 2009 00:00:00 GMT

Marketing campaigns which are grounded in high quality business data are more likely to be successful, it has been proposed.

Cold calling 'annoys customers'

Tue, 03 Feb 2009 00:00:00 GMT

Outbound callers must attempt to identify potential customers using monitoring technology, and nurture them if they wish to generate sales, it has been suggested.

Broadband 'can help combat social exclusion'

Tue, 03 Feb 2009 00:00:00 GMT

The roll-out of high speed broadband around the UK could help socially excluded people around the UK reconnect with the general public, it has been suggested.

Travel firm centre 'returns to UK'

Tue, 03 Feb 2009 00:00:00 GMT

A travel firm has brought its call centre back to the UK from overseas, it has been reported.

Workforce management market grows

Mon, 02 Feb 2009 00:00:00 GMT

A new study has indicated that the global workforce management (WFM) market grew by 7.4 per cent in 2008, despite the global economic slowdown.

Digital revolution 'poses property rights puzzle'

Mon, 02 Feb 2009 00:00:00 GMT

Businesses may find it more difficult to protect their property rights due to the convergence of digital technology and the advent of next generation broadband access, it has been suggested.

Firms 'recognise importance' of call monitoring

Mon, 02 Feb 2009 00:00:00 GMT

The vast majority of contact centres recognise that call monitoring is a key aspect of their customer contact strategy, it has been found.

Green certification of Avaya solutions

Fri, 30 Jan 2009 00:00:00 GMT

Avaya's unified communications and contact centre solutions have been "Certified Green" by independent testing organisation Miercom.

Flintshire call centre plans to double in size

Fri, 30 Jan 2009 00:00:00 GMT

A North Wales outsourcing firm employing 22 call staff intends to double in size year-on-year.

Firms 'can secure' instant messaging

Fri, 30 Jan 2009 00:00:00 GMT

Instant messaging technology is not unsafe by definition as organisations can take simple steps to secure it, according to one expert.

Recruitment drive costs £55,000

Fri, 30 Jan 2009 00:00:00 GMT

The financial cost of one call centre recruitment event has highlighted the need for firms to minimise staff attrition levels.

Call centre secures new contract

Thu, 29 Jan 2009 00:00:00 GMT

Staff at a Bradford call centre are set for a busy year, as new clients sign up to outsource their customer service duties, it has been reported.

Firm modifies IVR systems to cut call times

Thu, 29 Jan 2009 00:00:00 GMT

National emergency home repair service HomeServe has reduced call handling time by integrating new technology options into its interactive voice response (IVR) system, it has been revealed.

CCT Customer Self Service Survey - The Results

Wed, 28 Jan 2009 00:00:00 GMT

CCT Customer Self Service Survey - The Results

Technology performance 'vital to business'

Wed, 28 Jan 2009 00:00:00 GMT

Low technology performance can lose businesses money and lead to customer attrition, it has been suggested.

Focus needed on VoIP security risks

Wed, 28 Jan 2009 00:00:00 GMT

Service providers must prepare themselves to cope with any security threats which emerge as the voice over Internet Protocol (VoIP) market evolves, according to

IVR 'can help generate feedback'

Wed, 28 Jan 2009 00:00:00 GMT

Contact centres should use interactive voice response (IVR) systems to help generate feedback by letting them automatically transfer callers for post-call survey, it has been claimed.

All consumers 'should have web access'

Tue, 27 Jan 2009 00:00:00 GMT

Digital services must be made available to all UK consumers as internet access is now regarded as an essential utility, it has been suggested.

Businesses 'failing on performance measurement'

Tue, 27 Jan 2009 00:00:00 GMT

Many businesses are failing to integrate customer voice and experience into key business and marketing processes, it has been suggested.

CMI: 'Workers preparing for the inevitable'

Mon, 26 Jan 2009 00:00:00 GMT

Managers are already planning to develop new skills in order to help them find future work, according to a new study.

'Be disciplined during the recession'

Mon, 26 Jan 2009 00:00:00 GMT

Organisations need to discipline their behaviour during the recession, according to one PR agency.

MPs want protection for female workers

Mon, 26 Jan 2009 00:00:00 GMT

MPs have complained that more women could lose their jobs than men during the recession, according to reports.

Sunderland council organising call centre open day

Fri, 23 Jan 2009 00:00:00 GMT

Sunderland city council has announced it is organising an open day to find new staff for call centres in the city.

Call centres 'need to measure performance'

Fri, 23 Jan 2009 00:00:00 GMT

Call centres and businesses will need to introduce strategic metrics to assess customer service and retention, according to a new study.

Managing costs 'will be difficult in 2009'

Fri, 23 Jan 2009 00:00:00 GMT

Call centre managers will have a difficult challenge managing costs in 2009, according to a new study.

IT 'cutting business costs'

Thu, 22 Jan 2009 00:00:00 GMT

Businesses are increasingly viewing IT as an enabler of cost cutting rather than just an expense in itself, it has been suggested.

Profits rise at Teleopti

Thu, 22 Jan 2009 00:00:00 GMT

Call Centre Technology partner Teleopti has announced a ten per cent increase in profits for 2008.

Continued technology investment 'needed'

Wed, 21 Jan 2009 00:00:00 GMT

Businesses must deliver more to their customers at a reduced cost if they wish to thrive during the economic downturn, it has been suggested.

Fusion creates new jobs in north-east

Wed, 21 Jan 2009 00:00:00 GMT

More than 30 jobs have been created by Fusion Contact Centre Services, a major employer in the north-east of England.

Teleopti upgrades solution

Wed, 21 Jan 2009 00:00:00 GMT

Teleopti has made a new version of its flexible workforce management solution available to the market.

Innovation and protection 'must be balanced'

Wed, 21 Jan 2009 00:00:00 GMT

A balance between technology innovation and regulation must be struck if the best interests of consumers are to be served, it has been suggested.

Avaya develops customer service solution

Tue, 20 Jan 2009 00:00:00 GMT

Call Centre Technology partner Avaya has introduced a new customer service solution designed specifically for retailers.

Broadband network 'could rival great Victorian achievements'

Tue, 20 Jan 2009 00:00:00 GMT

The implementation of next generation broadband access across the UK could match the creation of the rail network, sewage system and telegraph system as an engineering feat, it has been claimed.

Call centre manager accused of fraud

Tue, 20 Jan 2009 00:00:00 GMT

A manager at an Indian call centre has been accused of stealing customer identities to make false insurance claims.

West Cumbria to gain 350 new jobs

Mon, 19 Jan 2009 00:00:00 GMT

The Inland Revenue is to open a new call centre in Lillyhall in west Cumbria, creating 350 jobs, it has been reported.

Contact centre staff exceed charity goal

Mon, 19 Jan 2009 00:00:00 GMT

Staff at a Gateshead contact centre have worked together to raise more than £4,700 for charity – far in excess of the £3,000 they originally set out to achieve.

UK 'requires digital communications overhaul'

Mon, 19 Jan 2009 00:00:00 GMT

The development of the digital economy will change the structure of the communications sector forever, it has been claimed.

VoIP: Cost saving 'the most attractive benefit'

Fri, 16 Jan 2009 00:00:00 GMT

The most attractive benefit of voice-over Internet Protocol (VoIP) technology is the potential to reduce costs through its use, it has been claimed.

Business 'will continue' at ailing Nortel

Fri, 16 Jan 2009 00:00:00 GMT

Canadian Telecoms supplier Nortel has attempted to reassure customers and other stakeholders that it will mount a recovery after applying for bankruptcy protection.

Performance management 'must be measured effectively'

Fri, 16 Jan 2009 00:00:00 GMT

Businesses must measure call performance more effectively if they wish to keep customers and generate sales, it has been suggested.

Sick days 'reduced by good management'

Thu, 15 Jan 2009 00:00:00 GMT

Employees are less likely to take sick days if they are managed properly, it has been suggested.

British Museum 'to invest in VoIP'

Thu, 15 Jan 2009 00:00:00 GMT

The British Museum will deploy voice-over Internet Protocol (VoIP) technology as part of a seven-year project to upgrade its customer service professionals, as the Call Centre Management Association (CCMA) embarks on its latest quest to find its Centre Manag

Green technology 'can save money'

Tue, 13 Jan 2009 00:00:00 GMT

Call centres and other businesses should note that there is a strong commercial case for adopting low carbon technology, it has been claimed.

'Big 2009' predicted for unified communications

Tue, 13 Jan 2009 00:00:00 GMT

Unified communications is being tipped for a global take-off during 2009.

Altitude solution helps European organisation

Tue, 13 Jan 2009 00:00:00 GMT

Global contact centre solutions provider Altitude Software has announced the successful deployment of a hosted customer interaction management solution.

Technology 'can bring mobile workers together'

Mon, 12 Jan 2009 00:00:00 GMT

Flexible working using a range of technology to communicate can bring colleagues closer together rather isolate them, Vodafone has suggested.

Ofcom 'can improve broadband service levels'

Mon, 12 Jan 2009 00:00:00 GMT

Ofcom have a difficult remit, especially with a product such as broadband which can be technically very challenging when it encounters difficulties, it has been suggested.

Savings possible 'by returning call centres to UK'

Mon, 12 Jan 2009 00:00:00 GMT

Businesses can benefit by bringing their customer services departments back to the UK from offshore centres, it has been proposed.

Jobs boost in Leeds as Ventura expands

Fri, 09 Jan 2009 00:00:00 GMT

A call centre expansion in Stourton, Leeds, is set to create up to 300 new call agent jobs, it has been reported.

Wireless electricity 'the latest innovation'

Fri, 09 Jan 2009 00:00:00 GMT

Wireless electricity allows businesses to use one multiple source in their ceiling or wall to power every electrical appliance, it has been suggested.

Lender set to close call centres to reduce debt burden

Thu, 08 Jan 2009 00:00:00 GMT

Sub-prime lender Cattles has announced it is axing large numbers of jobs across the UK and planning to close a number of its call centres.

Call centres with VoIP 'to do better during slump'

Thu, 08 Jan 2009 00:00:00 GMT

A new study claims that call centres which implement Voice over Internet Protocol (VoIP) technology are likely to do better during the worldwide economic slump.

Flexible working 'can benefit all'

Thu, 08 Jan 2009 00:00:00 GMT

Home working patterns can be a useful tool for call centres and other business as they strive to reduce employee attrition, it has been suggested.

Firms 'must be transparent' over charges

Thu, 08 Jan 2009 00:00:00 GMT

Firms operating in the telecommunications sector must be more transparent about additional charges they make, according to media regulator Ofcom.

Jobs to go in Hartlepool

Thu, 08 Jan 2009 00:00:00 GMT

Up to 90 workers are set to lose their jobs as a call centre firm client restructures its operations, it has been reported.

Contact Centre Innovation shortlist announced

Wed, 07 Jan 2009 00:00:00 GMT

Nominees for the Contact Centre Innovation Awards 2009 have been announced, with four public sector organisations included among the finalists.

Cisco 'expanding into consumer entertainment'

Wed, 07 Jan 2009 00:00:00 GMT

Major international networking firm Cisco is set to broaden its operations in the new year by entering the consumer entertainment market, it has been reported.

Service commitment 'required form business'

Wed, 07 Jan 2009 00:00:00 GMT

Call centres and other businesses must reaffirm their commitment to the provision of high levels of customer service in order to survive the recession, it has been suggested.

Sussex police defends head massages for call centre staff

Tue, 06 Jan 2009 00:00:00 GMT

The Sussex police force has to justify spending £10,000 on head masseurs for its call centre workers after putting out an advert for such a job.

UK firms 'must raise service levels'

Tue, 06 Jan 2009 00:00:00 GMT

UK communications firms lag behind their US rivals both in terms of customer email and web self-service, according to a new study.

VoIP standards 'maintained in 2008'

Tue, 06 Jan 2009 00:00:00 GMT

High standards of innovation were maintained in the voice-over Internet Protocol (VoIP) industry during 2008, it has been claimed.

Avaya launches energy calculator

Mon, 05 Jan 2009 00:00:00 GMT

Global business communications software provider Avaya has launched an energy saving calculator to help businesses measure the savings they can make by embracing flexible working practices.

Businesses 'missing workforce benefits of technology'

Mon, 05 Jan 2009 00:00:00 GMT

Businesses are missing out on many of the benefits technology can provide for their workforce, it has been suggested.

Stafford centre to open in spring

Mon, 05 Jan 2009 00:00:00 GMT

A new regional emergency calls centre is set to open in Stafford in the spring, it has been reported.

Recession 'will stimulate green practices'

Fri, 02 Jan 2009 00:00:00 GMT

The recession in the UK is stimulating the efforts of firms to look into greener practices and renewable energy sources, according to industry experts.

BT 'tops customer service hall of shame'

Wed, 31 Dec 2008 00:00:00 GMT

Communications provider BT has been named the worst company for customer service by readers of the Daily Mail.

Improve customer satisfaction in the new year

Tue, 30 Dec 2008 00:00:00 GMT

Call centres should find the right combination of automated and agent assisted interactions to drive up customer satisfaction, according to one industry organisation.

Avaya targets UC 'domination' in 2009

Mon, 29 Dec 2008 00:00:00 GMT

International telecoms firm Avaya has set its sights on global domination in the unified communications (UC) market during 2009.

Anniversary celebrations for growing call firm

Mon, 29 Dec 2008 00:00:00 GMT

A contact centre purporting to be "the fastest growing in the UK" has celebrated its tenth anniversary, it has been reported.

Customer service award for Lanarkshire centre

Mon, 29 Dec 2008 00:00:00 GMT

An award-winning Scottish call centre has again been recognised for its commitment to the provision of high customer service levels.

Jobs under threat in Newcastle

Wed, 24 Dec 2008 00:00:00 GMT

Some 257 call centre workers in Longbenton, Newcastle, face an uncertain future this Christmas after their employer T-Mobile announced plans to make redundancies.

Two awards for Altitude Software

Wed, 24 Dec 2008 00:00:00 GMT

Altitude Software has been named as the winner in the Best CTI Solution and Best Predictive Dialer Solution categories at the CRC Gold Awards.

'Care needed' over VoIP implementation

Wed, 24 Dec 2008 00:00:00 GMT

Call centres must take the time to profile their existing network if they wish to enjoy a successful Voice-over Internet Protocol (VoIP) implementation, it has

Growth in VoIP witnessed during 2008

Tue, 23 Dec 2008 00:00:00 GMT

The popularity of voice-over internet protocol (VoIP), unified communications and video conferencing technology increased during 2008, it has been claimed.

People urged to call 99 'only when necessary'

Tue, 23 Dec 2008 00:00:00 GMT

A local emergency service is calling for citizens to only call 999 when entirely necessary over the festive period.

Airline to offer call payment option

Tue, 23 Dec 2008 00:00:00 GMT

A budget air carrier has announced plans to grow its business and improve customer service levels through the use of contact centres.

Connectivity desired 'on the move'

Mon, 22 Dec 2008 00:00:00 GMT

Modern-day consumers increasingly desire mobile internet access, as they seek to ensure connectivity wherever they go, it has been suggested.

Roaming charges issue 'needs resolving'

Mon, 22 Dec 2008 00:00:00 GMT

The telecoms industry must change the way it charges for mobile phone use abroad in order to capture the potential market for mobile data, it has been suggested.

Employer honesty 'needed' during downturn

Mon, 22 Dec 2008 00:00:00 GMT

Call centres and other employers must be upfront and honest with their staff and do as much as possible to demonstrate that they care, according to a leading human resources adviser.

'No extra pay' for Christmas Day call staff

Mon, 22 Dec 2008 00:00:00 GMT

A Nottingham call centre has come under fire after revealing that staff will not be paid extra for working on Christmas day.

Council budget cuts 'end weekend contact centre opening'

Fri, 19 Dec 2008 00:00:00 GMT

A council contact centre is no longer set to open on Saturdays due to enforced budget cuts.

RBS providing customer service training

Fri, 19 Dec 2008 00:00:00 GMT

The Royal Bank of Scotland (RBS) is providing new intense customer service training to its advisers nationwide, it has been reported.

Fictional street being used for customer service workshops

Fri, 19 Dec 2008 00:00:00 GMT

Yorkshire Water is introducing a new interactive training workshop to improve customer service among its contact centre staff.

Technology 'key' to call centre operations

Thu, 18 Dec 2008 00:00:00 GMT

Businesses establishing a call centre must ensure they install the necessary basic technology, it has been suggested.

'Friendly Welsh accent' chosen for call greeting

Thu, 18 Dec 2008 00:00:00 GMT

Customers who contact the call centre of coin meter firm Buy As You View are being welcomed by the voice of a "friendly" Welsh female, as the firm attempts to improve customer experi

Productivity services 'can drive business'

Thu, 18 Dec 2008 00:00:00 GMT

Companies which house productivity services on their websites can encourage an increase in business activity, it has been suggested.

O2 sacks workers for avoiding inbound calls

Wed, 17 Dec 2008 00:00:00 GMT

Mobile communications firm O2 sacked 22 workers last week for deliberately avoiding customer calls, it has been reported.

Super-fast broadband 'could benefit VoIP'

Wed, 17 Dec 2008 00:00:00 GMT

Voice-over internet protocol (VoIP) services could soon be improved in the UK by the introduction of high-speed broadband, it has been suggested.

Customer experience 'no guarantee of loyalty'

Wed, 17 Dec 2008 00:00:00 GMT

Call centres have been warned that exceeding customer experience levels does not guarantee increased service loyalty.

Centre closure decision 'slammed' by councillors

Tue, 16 Dec 2008 00:00:00 GMT

Councillors in Hartlepool have spoken out against the government's decision to close an emergency services contact centre in the north-east.

Employers 'should recognise hard work' at Christmas

Tue, 16 Dec 2008 00:00:00 GMT

Employers have been urged to recognise the hard work put in by employees over the course of the year by organising Christmas parties or other festive gatherings.

Consumers urged to check web security

Tue, 16 Dec 2008 00:00:00 GMT

The advent of technology such as voice-over-internet protocol (VoIP) and smartphones are fostering new internet security threats, it has been reported.

Customer service 'key' to business success

Mon, 15 Dec 2008 00:00:00 GMT

Businesses wishing to thrive in an uncertain economic climate must maximise customer service levels, it has been suggested.

Gartner praises Avaya service delivery

Mon, 15 Dec 2008 00:00:00 GMT

Telecommunications firm Avaya has emerged as one of the winners in the recently-published Gartner Magic Quadrant for Contact Centre Infrastructure.

Shift planning 'can help combat staff attrition'

Fri, 12 Dec 2008 00:00:00 GMT

Effective staff scheduling can not only help improve customer service levels within a contact centre, but also improve employee retent

Warrington call manager wins global award

Fri, 12 Dec 2008 00:00:00 GMT

A UK-based customer services manager has been named Contact Centre Leader of the Year at the World Contact Centre Awards in Las Vegas.

Businesses urged to follow basic principles

Fri, 12 Dec 2008 00:00:00 GMT

With the economic downturn continuing to pressurise businesses, it is increasingly important for managers to get the basics of running a commercial operation right, it has been claimed.

Ofcom 'clamps down' on Answer Machine Detection

Thu, 11 Dec 2008 00:00:00 GMT

Ofcom may have signalled an end to the use of Answer Machine Detection (AMD) for outbound diallers in the UK.

Firms 'must improve service levels'

Thu, 11 Dec 2008 00:00:00 GMT

Businesses must concentrate on improving customer service levels if they are to maximise market opportunities during the global economic slowdown, according to a leading industry figure.

Virtual technology take-up 'increasing'

Thu, 11 Dec 2008 00:00:00 GMT

Businesses are increasingly embracing virtual technology in a bid to increase efficiency and cut costs, it has been suggested.

Flexible working 'can encourage greater productivity'

Wed, 10 Dec 2008 00:00:00 GMT

Employers should work with staff members to make the most of flexible working options, it has been suggested.

Broadband users 'expect a certain level of service'

Wed, 10 Dec 2008 00:00:00 GMT

Many consumers accept that they will not always receive the advertised broadband speed, but they still desire a service which allows them to use the web easily, it has been claimed.

Charity to take on 45 more call agents

Wed, 10 Dec 2008 00:00:00 GMT

A government grant is enabling a Birmingham call centre to mount a new recruitment drive, it has been reported.

'Greater technology options' for call centres

Tue, 09 Dec 2008 00:00:00 GMT

Contact centre technology has become increasingly sophisticated over the last few years, it has been claimed.

Technology 'can help negotiate downturn'

Tue, 09 Dec 2008 00:00:00 GMT

New research has indicated that 88 per cent of senior finance and IT professionals believe that having right software systems in place can help negotiate the economic downturn.

Training 'may encourage employee retention'

Tue, 09 Dec 2008 00:00:00 GMT

Businesses may be able to improve the motivation levels of graduate employees by offering training and mentoring, new research has suggested.

More jobs created on Tyneside

Mon, 08 Dec 2008 00:00:00 GMT

Up to 300 call centre vacancies are being advertised in Newcastle-upon-Tyne, as another firm seeks to expand despite the difficult economic climate.

Large firms 'embracing unified communications'

Mon, 08 Dec 2008 00:00:00 GMT

A new study has indicated that major enterprises are increasingly looking to adopt unified communications (UC) technology.

'More complaints' over customer service

Mon, 08 Dec 2008 00:00:00 GMT

A new study has indicated that more complaints are received over customer service levels than any other issue.

Further expansion for virtual contact centre

Fri, 05 Dec 2008 00:00:00 GMT

Virtual contact centre firm LiveOps has announced the appointment of a number of executive appointments, as its expansion continues.

State support 'needed for technology innovation'

Fri, 05 Dec 2008 00:00:00 GMT

The government must support the technology sector if it wishes to safeguard the nation's commercial future, it has been claimed.

Recruitment software 'can reduce staff attrition'

Fri, 05 Dec 2008 00:00:00 GMT

Businesses can improve their recruitment decision-making by investing in candidate monitoring software, it has been claimed.

Avaya 'a market leader' in UC

Thu, 04 Dec 2008 00:00:00 GMT

A new report published by the Dell'Oro Group has named international telecoms solution Avaya, a partner of Call Centre Technology, as the unified communications (UC) market revenue leader.

EU commission ruling on roaming charges 'was needed'

Thu, 04 Dec 2008 00:00:00 GMT

Media regulator Ofcom has backed European Commission proposals to place limits on the amount telecoms companies are allowed to charge for roaming services.

Customer engagement 'can help businesses thrive'

Thu, 04 Dec 2008 00:00:00 GMT

Call centres and other businesses must attempt to engage with customers as effectively as possible during the economic downturn.

Call centre technology 'can have benefits in higher education'

Wed, 03 Dec 2008 00:00:00 GMT

The use of contact centre technology has allowed higher response rates at Florida International University, it has been revealed.

Ipswich call centre praised for employee health drive

Wed, 03 Dec 2008 00:00:00 GMT

East Anglia call transfer agency Call Connection has been named as one of five Fit for Work business champions for the region.

Fit to work notes 'will not improve attendance'

Wed, 03 Dec 2008 00:00:00 GMT

Employee attendance is unlikely to improve through the advent of fit to work notes, it has been claimed.

Eight steps for maintaining customer experience

Tue, 02 Dec 2008 00:00:00 GMT

Eight steps for maintaining customer experience

Customer retention 'is all-important'

Tue, 02 Dec 2008 00:00:00 GMT

Customer retention is "a key business strategy" for firms seeking to gain a competitive advantage over their rivals, according to one product development expert.

Employee retention 'starts in the recruitment process'

Tue, 02 Dec 2008 00:00:00 GMT

Sensible decision making during the recruitment process can help call centres reduce staff attrition levels, it has been suggested.

Cost reductions 'the main draw of VoIP services'

Tue, 02 Dec 2008 00:00:00 GMT

Voice-over Internet Protocol (VoIP) technology users can benefit from unlimited calling plans, it has been reported.

Southend call centre aims to double in size

Tue, 02 Dec 2008 00:00:00 GMT

A Southend call centre has pledged to create hundreds of jobs over the next few years, as the contact industry continues to combat the economic downturn.

Firms 'must comply' over web responses

Mon, 01 Dec 2008 00:00:00 GMT

Businesses must ensure their marketing websites comply with the relevant European Union directives, Eptica has said.

Call centre seminars 'aim to beat the recession'

Mon, 01 Dec 2008 00:00:00 GMT

Call Centre Clinic has organised a series of free internet seminars geared at training contact centre leaders on how to beat the economic downturn.

CCT announces new Avaya CM5 Bundle

Fri, 28 Nov 2008 00:00:00 GMT

Avaya Bundle Unfied Communications into CM5

Working environment 'can improve employee retention'

Fri, 28 Nov 2008 00:00:00 GMT

A good working environment is one of the top motivating factors among contact centre staff, it has been suggested.

Cost of green IT 'will reduce'

Fri, 28 Nov 2008 00:00:00 GMT

Call centres and other firms may find that low-carbon technologies become more affordable as they are embraced by the market.

Enhanced data security 'requires infrastructure investment'

Fri, 28 Nov 2008 00:00:00 GMT

Companies may need to invest more in technology capable of ensuring higher levels of data protection, it has been claimed.

VoIP 'reduces business costs'

Thu, 27 Nov 2008 00:00:00 GMT

Voice-over Internet Protocol (VoIP) technology can "undoubtedly" reduce business costs, it has been suggested.

Technology can provide a 'competitive advantage'

Thu, 27 Nov 2008 00:00:00 GMT

Businesses which make the best use of communications technology may be able to gain advantages over their rivals, it has been suggested.

Smartphone technology 'educating phone users'

Thu, 27 Nov 2008 00:00:00 GMT

Consumers are being made increasingly aware of the potential of mobile technology through the use of smartphones, according to ABI Research.

Online fraud problem 'requires technology solutions'

Thu, 27 Nov 2008 00:00:00 GMT

Online fraud must be tackled by the development of a new technology infrastructure, in order to protect consumers paying for goods over the internet, it has been

More jobs created in Sunderland

Wed, 26 Nov 2008 00:00:00 GMT

In the latest contact centre industry jobs boost, north-east-based BGL Group has announced the creation of 60 new positions.

Call centres 'need to invest'

Wed, 26 Nov 2008 00:00:00 GMT

Call centres must 'think outside the box' and not only focus on costs if they wish to thrive during the economic downturn, it has been suggested.

Global mobile payment network likely by 2012

Wed, 26 Nov 2008 00:00:00 GMT

Consumers around the world may be able to pay for goods via a mobile payment network by 2012, it has been claimed.

Customer service 'more important than cost'

Tue, 25 Nov 2008 00:00:00 GMT

Businesses wishing to retain customers need to improve customer service rather than ensure their prices are the lowest on the market.

IT skills 'valuable in the workplace'

Tue, 25 Nov 2008 00:00:00 GMT

IT skills will become increasingly valuable in the workplace over the coming years, as employers invest in technology to improve custo

Financial relief for small firms announced

Tue, 25 Nov 2008 00:00:00 GMT

Small businesses in the UK, potentially including call centres, will be offered financial support by the government in a bid to stem the tide of the economic downturn.

SaaS services 'can save money'

Tue, 25 Nov 2008 00:00:00 GMT

Call centres can save between 25 and 40 per cent by deploying CRM applications in a software-as-a-service (SaaS) model, it has been suggested.

CCT agrees upgrade with Chelsea Building Society

Mon, 24 Nov 2008 00:00:00 GMT

CCT agrees upgrade with Chelsea Building Society

Mobile working 'saves £500 per year'

Mon, 24 Nov 2008 00:00:00 GMT

Call centres and other businesses can potentially save costs, encourage employee retention and increase productivity by embracing flexible working processes, it has been claimed.

Londonderry firm to offer 160 jobs

Mon, 24 Nov 2008 00:00:00 GMT

Up to 160 new jobs are set to be created at a Londonderry telecommunications firm, it has been reported.

Profits soar after CRM solution is deployed

Mon, 24 Nov 2008 00:00:00 GMT

The implementation of a customer relationship management (CRM) system at Canadian telecoms firm Telus yielded a 280 per cent return on investment within four months.

Communication technology 'needed to challenge'

Fri, 21 Nov 2008 00:00:00 GMT

Call centres must invest in technology which allows them to provide intelligent, efficient, round-the-clock customer service, it is suggested.

Contact centre recruitment hope for Welsh workers

Fri, 21 Nov 2008 00:00:00 GMT

Jobseekers in south Wales have attended a contact centre recruitment event in Cardiff en masse.

Green IT 'can encourage savings'

Fri, 21 Nov 2008 00:00:00 GMT

Growing businesses can reduce costs by investing in environmentally friendly technology systems, one expert has suggested.

Avoiding workplace bullying 'to tackle staff attrition'

Fri, 21 Nov 2008 00:00:00 GMT

Call centre managers may wish to be aware of the risk of bullying in the workplace, after a charity trust highlighted the risks faced by employees.

Lanarkshire firm wins at National Business Awards

Thu, 20 Nov 2008 00:00:00 GMT

A Scottish call centre has received a prestigious award at a ceremony in London, it has been reported.

Cisco launches banking solutions

Thu, 20 Nov 2008 00:00:00 GMT

Call Centre Technology partner Cisco has launched two new retail banking solutions in conjunction with IBM which allow finance houses to interact more closely with their customers.

Mobile working 'cuts costs and staff attrition'

Thu, 20 Nov 2008 00:00:00 GMT

Call centres which embrace mobile working patterns may be able to reduce overheads, according to a new study.

Cisco presents Partner Service Award to CCT

Wed, 19 Nov 2008 00:00:00 GMT

CCT is acknowledged for their continued commitment in providing excellent services to their clients through Cisco Smart Care

Approach to feedback ' important' for call centres

Wed, 19 Nov 2008 00:00:00 GMT

Call centres which attempt to manage negative feedback are more likely to retain customers than those which do not, according to a new study.

Low morale 'a worry' for businesses

Wed, 19 Nov 2008 00:00:00 GMT

Business managers may be finding it increasingly difficult to motivate employees as the economic slowdown continues, according to a new study.

Nice 'a leader' in workforce optimisation

Tue, 18 Nov 2008 00:00:00 GMT

Global communication solutions provider Nice Systems continues to demonstrate high levels of growth within the workforce optimisation market, new research has indicated.

Customer contact sector 'must embrace change'

Tue, 18 Nov 2008 00:00:00 GMT

The UK's customer contact sector must develop a new operating model to avoid suffering the worst of the economic downturn, it has been suggested.

Call Derbyshire 'an example to contact services'

Tue, 18 Nov 2008 00:00:00 GMT

One county council has improved customer service levels by centralising call operations, it has been reported.

New call jobs created by Hull firm

Tue, 18 Nov 2008 00:00:00 GMT

Recruitment rather than redundancy appears to be the strategy adopted by Axis Telecom, as it seeks to expand its operations despite the economic downturn.

CCT leads the way at Cisco Partner Exchange

Mon, 17 Nov 2008 00:00:00 GMT

CCT leads the way at Cisco Partner Exchange in Lisbon

Quality management and liability recording market 'sees growth'

Mon, 17 Nov 2008 00:00:00 GMT

An 18.3 per cent rise has been seen in the quality management and liability recording market over the first half of 2008, it has been reported.

Technology preferable to 'difficult agents'

Mon, 17 Nov 2008 00:00:00 GMT

Some 46 per cent of consumers would rather use an interactive voice response system than engage in contact with a call agent they cannot understand.

Utilities firm triumphs at call centre awards

Fri, 14 Nov 2008 00:00:00 GMT

Northumbrian Water has been named North-East Contact Centre of the Year 2008 in the under-200 seats class at the Contact Centre Awards 2008.

UK firms 'need to sharpen up on email'

Fri, 14 Nov 2008 00:00:00 GMT

British firms need to improve their responsiveness to email communications, a new study has indicated.

Admin tasks 'occupying management'

Fri, 14 Nov 2008 00:00:00 GMT

A new study has indicated that many business managers are allocating too much time to administrative duties, leaving employees short of leadership.

'Largest ever' call centre event planned

Thu, 13 Nov 2008 00:00:00 GMT

The Middle-East Call Centre (MECC) show 2009 will be the largest ever "meeting of minds" within the region, its organisers have predicted.

More businesses 'using instant messaging'

Thu, 13 Nov 2008 00:00:00 GMT

Instant messaging is becoming "increasingly important" for businesses, as it can open up a new channel to clients, it has been suggested.

Older people 'gravitating towards technology'

Wed, 12 Nov 2008 00:00:00 GMT

People who have not grown up with computers may be increasingly embracing technology, it has been suggested.

'Highest number of absences' in customer service

Wed, 12 Nov 2008 00:00:00 GMT

Call centre agents and other customer service staff were responsible for the most sick days during the last year, according to recently-published figures.

Virgin media to reduce call centre headcount

Wed, 12 Nov 2008 00:00:00 GMT

Almost 1,500 call centre jobs could go in Scotland after telecoms group Virgin Media announced plans to restructure its business operations.

Staff rewards 'can help employee retention'

Tue, 11 Nov 2008 00:00:00 GMT

Recognising the successes of workers may form an important part of any employee retention strategy, it has been suggested.

VoIP 'changing communication trends'

Tue, 11 Nov 2008 00:00:00 GMT

Voice-over internet protocol (VoIP) technology is changing the way the world communicates remotely, it has been suggested.

New jobs promise on Tyneside

Tue, 11 Nov 2008 00:00:00 GMT

As many as 500 call centre jobs could be created as a leading Indian telecommunications firm expands its UK presence.

Nice is 'a world leader' in workforce optimisation

Mon, 10 Nov 2008 00:00:00 GMT

Nice Systems has been recognised for its "worldwide leadership position" as a workforce optimaisation solutions provider.

High-speed internet 'needs public and private sector investment'

Mon, 10 Nov 2008 00:00:00 GMT

Investment from both the public and private sector could be required to provide the UK with super-fast broadband, according to Ofcom.

Nice launches trading compliance solution

Fri, 07 Nov 2008 00:00:00 GMT

Communications technology provider Nice Systems has introduced a new cross-channel trading compliance solution combining insight from transactional data with voice analytics.

Internet innovations 'needed to speed up connections'

Fri, 07 Nov 2008 00:00:00 GMT

A move to the "next level" is needed, where the UK's internet infrastructure is concerned, it has been suggested.

Health secretary backs north-east 999 centre

Thu, 06 Nov 2008 00:00:00 GMT

A leading cabinet minister has lent his support to the establishment of a regional emergency services call centre in the north-east of England.

Hold music preferences unveiled

Thu, 06 Nov 2008 00:00:00 GMT

Managers seeking to hone their customer contact strategy may wish to note consumer preferences over what they listen to while placed on hold.

Foreign call centres and long waits annoy UK consumers

Thu, 06 Nov 2008 00:00:00 GMT

UK call centres risk losing customer loyalty due to foreign outsourcing and a risk in waiting times, new research has indicated.

Thomas Cook call agents 'to be saved'

Thu, 06 Nov 2008 00:00:00 GMT

Around 150 employees will be retained in Accrington, Lancashire, after outsourcing firm Sitel acquired a doomed Thomas Cook call centre.

Call centre 'benefiting from UK return'

Thu, 06 Nov 2008 00:00:00 GMT

One call centre has experienced great success since it was brought back to the UK from Delhi, it has been reported.

IVR 'delivers cost savings'

Wed, 05 Nov 2008 00:00:00 GMT

The interactive voice response (IVR) market was worth $1.867 billion (£1.17 billion) at the end of 2007, a new report has indicated.

Training 'can aid employee retention'

Wed, 05 Nov 2008 00:00:00 GMT

Call centres which invest in their workforce may experience greater success in reducing employee attrition, new research has suggested.

Call agents aid charity appeal

Tue, 04 Nov 2008 00:00:00 GMT

Merseyside call centre agents were on hand to handle 11,000 charity calls during a three-hour television charity appeal organised by Knowsley TV's QVC.

BMW invests in Avaya solution

Tue, 04 Nov 2008 00:00:00 GMT

BMW Financial Services has invested in an Avaya internet protocol-based communications solution in an attempt to improve customer service levels.

Start-up targets staff attrition levels

Tue, 04 Nov 2008 00:00:00 GMT

A communications executive has established a new firm, aiming to reduce staff attrition in the call and contact centre industry, it has been reported.

Chelsea call agents continue professional development

Mon, 03 Nov 2008 00:00:00 GMT

Ten Chelsea Building Society call agents have successfully taken part in a training programme geared at improving their skills and encouraging professional development, it has been reported.

Earnings rise for top Scottish call centre

Mon, 03 Nov 2008 00:00:00 GMT

Scotland's largest call centre firm has recorded a 46 per cent rise in earnings during the last financial year, despite the onset of the economic crisis, it has been reported.

Avaya release response to Ofcom dialler statement

Fri, 31 Oct 2008 00:00:00 GMT

/Avaya-release-response-to-Ofcom-dialler-statement

Sky to create 350 jobs

Fri, 31 Oct 2008 00:00:00 GMT

Satellite television broadcaster and communications provider Sky is set to open a new contact centre in Leeds, it has been reported.

E-CRM is 'under-used' by banks

Fri, 31 Oct 2008 00:00:00 GMT

A new study has indicated that the financial services sector may be underestimating the importance of electronic customer relationship management (CRM).

Regional development agency 'to improve customer service'

Fri, 31 Oct 2008 00:00:00 GMT

One NorthEast, a regional development agency, will work alongside contact centre outsourcing firm Spark Response to target tourists with electronic mailings.

Call centre worker 'froze bank account'

Thu, 30 Oct 2008 00:00:00 GMT

An angry call centre worker stands accused of altering a bank customer's personal details after receiving a low mark in a customer satisfaction survey.

'Cost savings available' through fixed-fee VoIP

Thu, 30 Oct 2008 00:00:00 GMT

Fixed-fee voice-over-internet protocol (VoIP) can allow small businesses and call centres to expand without increasing expenditure, it has been suggested.

CCT launch online contact centre manager blog

Wed, 29 Oct 2008 00:00:00 GMT

CCT launch online contact centre manager blog

Technology investment 'can help retain employees'

Wed, 29 Oct 2008 00:00:00 GMT

Investment in call centre technology may be able to help firms motivate employees and reduce staff attrition levels, it has been suggested.

Village becomes the first to 'adopt' phone kiosk

Wed, 29 Oct 2008 00:00:00 GMT

A Warwickshire village has "adopted" its public telephone box in an attempt to save it from the scrapheap.

Ipswich firm launches green initiative

Wed, 29 Oct 2008 00:00:00 GMT

An Ipswich-based call transfer agency has held a Green Launch Day as part of plans to reduce its carbon footprint.

CCT launch online Call Centre Manager's Diary

Tue, 28 Oct 2008 00:00:00 GMT

Consumers 'want to personalise mobile handsets'

Tue, 28 Oct 2008 00:00:00 GMT

Mobile phone users should be able to select the application they desire on their handset, according to Mformation Technologies.

Avaya commended for inbound contact routing

Tue, 28 Oct 2008 00:00:00 GMT

Call centre technology partner Avaya has received an award for its leading market role in inbound contact routing.

Poor customer service 'sheds customers'

Tue, 28 Oct 2008 00:00:00 GMT

Customers are becoming increasingly intolerant of poor customer service, new research has indicated.

Credit crunch 'has empowered customers'

Mon, 27 Oct 2008 00:00:00 GMT

While the credit crunch may have created few positives, customer empowerment is one of them, according to MyCustomer.com.

Agent engagement 'important for consumers'

Mon, 27 Oct 2008 00:00:00 GMT

Call centres should avoid "treating staff like robots" if they wish to engage with consumers effectively and improve their customer contact strategy, it has been suggested.

Call monitoring 'risks abusing privacy rights'

Fri, 24 Oct 2008 00:00:00 GMT

Human rights organisation Liberty has spoken out against a proposed surveillance database which could be introduced to monitor phone calls.

Nice supports Japanese finance firm

Fri, 24 Oct 2008 00:00:00 GMT

Call Centre Technology partner Nice Systems is to provide additional services to one of Japan's largest financial institutions.

Teleopti to expand Italian operations

Fri, 24 Oct 2008 00:00:00 GMT

Teleopti is set to increase its positioning in the global contact centre industry by expanding its channel partner agreement with Italian system integrator Visiant Galyleo.

Bluetooth 'must convert to low-energy model'

Thu, 23 Oct 2008 00:00:00 GMT

Low-energy technology appliances must be the future for Bluetooth if it wishes to maintain its popularity in the future, it has been suggested.

Economic worries 'will not prevent telecommunications expansion'

Thu, 23 Oct 2008 00:00:00 GMT

The global economic slowdown should not jeopardise the continued growth and success of the international telecommunications industry, a new report has stated.

Training course 'helps agents into work'

Thu, 23 Oct 2008 00:00:00 GMT

A pre-employment training course for contact centre agents is helping jobseekers gain employment opportunities in the communications sector, it has been reported.

Mobile hacking 'not a major risk'

Wed, 22 Oct 2008 00:00:00 GMT

Firms should not be overly concerned about the prospect of mobile phone hacking, it has been suggested.

Mobile firms praised at north-west call centre awards

Wed, 22 Oct 2008 00:00:00 GMT

Two major mobile communication providers were among the victors at the third annual North-West Call and Contact Centre Awards.

F & C Investments praised for customer service

Wed, 22 Oct 2008 00:00:00 GMT

F & C Investments' contact centre, based in Bangor, Northern Ireland, achieved third place in the UK's largest ever contact centre benchmarking exercise.

Call centres 'should review customer contact strategies'

Tue, 21 Oct 2008 00:00:00 GMT

Some call centres may need to consider changing their customer contact strategy in order to minimise the impact of the global economic slowdown, it has been suggested.

IVR technology 'can save money'

Tue, 21 Oct 2008 00:00:00 GMT

Calls centres may be able to improve customer service levels by increasing their use of interactive voice response (IVR) technology, a new study has indicated.

VoIP can 'cut costs and increase productivity'

Mon, 20 Oct 2008 00:00:00 GMT

Businesses can improve their productivity and cut costs by putting Voice over Internet Protocol (VoIP) services in place, it is claimed.