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Features

15/05/2009	CASE STUDY From complexity to competitive advantage for O2 Telefonica
02/04/2009	CASE STUDY Virgin Mobile India “Thinking Hatke” with Genesys
05/03/2009	State of the procurement nation in contact centres
23/01/2009	ProtoCall One lists Top 6 areas for contact centre IT investment to combat economic downturn
18/09/2008	Banks poised to adopt biometrics as voice verification now ready for major commercial deployment
11/09/2008	Speaker verification: the future
13/08/2008	CASE STUDY Mills & Boon turn up the heat with Mitel IP Solution
20/06/2008	The real cost of a security breach
23/05/2008	‘Going green’ in the contact centre is now a commercial proposition
15/05/2008	CASE STUDY Swiss Life goes like clockwork
10/04/2008	CASE STUDY CallMiner and Aspect Software awarded contract by Daimler Financial Services Americas to improve Operations
10/04/2008	Green IT hits the CIO radar
14/03/2008	CASE STUDY Virgin Money
08/02/2008	CASE STUDY Baxter Healthcare achieves 20% increase in customer care centre performance
11/01/2008	Making the Emotional Connection with Customers
12/12/2007	CASE STUDY: RSVP call centres
09/11/2007	CASE STUDY: Budget Insurance Services and Verint
07/10/2007	Enhancing customer service with Six Sigma
20/09/2007	CASE STUDY Student Loans Company opts for virtual call centres
31/08/2007	The balance between automation and personalisation in customer contact
17/08/2007	Is your contact centre among the 80 per cent that want to boost agent productivity?
21/06/2007	CASE STUDY Homeserve claims management
06/06/2007	CASE STUDY; bring the call centre home
31/05/2007	One-in-three IT workers admit to using special IT privileges to peek at YOUR confidential data
31/05/2007	Q&A The hosted speech service sector
11/05/2007	CASE STUDY Getting to grips with LogicaCMG's complex customer interaction
30/04/2007	How customer satisfaction can impact your organization
18/04/2007	CASE STUDY: Keeping the M25 moving — no, really
29/03/2007	Your call is important, we just don’t understand the technology
15/03/2007	CASE STUDY Siemens gets to grip with skills based routing
15/03/2007	Does your contact centre have adequate disaster recovery plans?
26/02/2007	Agent churn happens – so how should you deal with it?
15/02/2007	CASE STUDY IP telephony boosts contact centre efficiency at Office for National Statistics
04/01/2007	CASE STUDY BT simplifies agent experience to offer better broadband support
18/12/2006	CASE STUDY Polaris World
18/12/2006	Open and closed
01/12/2006	Five ways to deliver effective customer service
13/11/2006	CASE STUDY 11 88 88 receives complete return on investment with Sabio’s Automated Contact Centre Solution
03/11/2006	CASE STUDY Streamlining the general insurance process and ensuring compliance
03/11/2006	EQ+CQ+LC: The magic formula for successful offshore communications?
26/10/2006	LETTER No more technology...
27/09/2006	CASE STUDY The OutRight Company UK
01/09/2006	Nine ways to stop industrial espionage
11/08/2006	CASE STUDY BT queue management system boosts council service
11/08/2006	ECM: Achieving one version of the truth
27/07/2006	CASE STUDY: Homeserve’s use of Witness Systems technology
20/07/2006	Virgin Mobile and Witness Systems – Customer Success Story
20/07/2006	Investing in ACD Technology
15/06/2006	CASE STUDY HP and Recite transform contact centre support function into revenue-generating sales team
18/05/2006	CASE STUDY Witness Systems helps Europ Assistance travel the road with ease
05/05/2006	Fact or fiction: call centre technology is expensive and confusing?
06/04/2006	CASE STUDY Driving up customer service
06/04/2006	Customer first for first call resolution
30/03/2006	Call recording’s Future
16/03/2006	CASE STUDY Insuring quality at Prudential
16/03/2006	What is sensory interaction and could it be the answer to the enduring customer relationship puzzle?
08/03/2006	CASE STUDY When quality is the key