| 06/11/2009 | HTK Horizon enriches the customer experience |
| 06/11/2009 | Independent outsourcer OpenContact wins substantial deal with TPS |
| 06/11/2009 | Garlands expands customer sales partnership with 3 |
| 06/11/2009 | Richmond Council expands its customer service centre with focus on service excellence |
| 06/11/2009 | UK banks’ customer service teams struggling to deliver on marketing strategy, finds study |
| 06/11/2009 | Corporate training failing to keep up with technology, online learning professor warns |
| 06/11/2009 | The silent majority of loyal customers have valuable information about your performance that you need to know |
| 06/11/2009 | … but help is at hand with answer machine detection (AMD) able to avert making of silent calls |
| 06/11/2009 | Silent call abuse could net firms a £2m fine under new government proposals… |
| 06/11/2009 | Less than one in 12 feel valued as customers, research reveals |
| 02/10/2009 | Over 200 new jobs are being created in Sunderland’s contact centre industry |
| 02/10/2009 | Garlands' managers learn black belt leadership |
| 02/10/2009 | Japan Airlines delivers dynamic multi-lingual services with Alcatel-Lucent solution |
| 02/10/2009 | UK comparison site Gocompare.com cuts enquiry handling time, improves staff productivity and customer experience with Eptica email handling |
| 02/10/2009 | Qubee opens up customer care with Interactive Intelligence |
| 02/10/2009 | Elmbridge Council first to benefit from Telephonetics VIP’s new sophisticated solution to customer contact |
| 02/10/2009 | … and improves LBM’s service levels with its MPLS network |
| 02/10/2009 | ntl:Telewest Business launches enhanced hosted contact centre solution… |
| 02/10/2009 | Betsson set to cut inbound enquires by 30%, using nGen Knowledgebase |
| 02/10/2009 | Poor customer service costs UK businesses £15.3 Billion per year |
| 17/09/2009 | CC EXPO PREVIEW UK Launch of Nexia ESP Simplifies Speech Analytics |
| 17/09/2009 | CC EXPO PREVIEW Transatlantic Translations launches LangCommLingo for tourists, back packers and holiday makers |
| 17/09/2009 | CC EXPO PREVIEW Sodexo Motivates at Call Centre Expo |
| 17/09/2009 | CC EXPO PREVIEW Raya Contact Centre Banking Best Practices |
| 17/09/2009 | CC EXPO PREVIEW ASC to Introduce New QM Software incorporating Speech Analytics and eLearning |
| 17/09/2009 | CC EXPO PREVIEW Noetica Delivers Improved Agent Productivity With Launch Of Synthesys Version 4.1 |
| 17/09/2009 | CC EXPO PREVIEW Genesys research measures economic value of service to UK companies |
| 17/09/2009 | CC EXPO PREVIEW Breaking down web to call centre barriers |
| 17/09/2009 | CC EXPO PREVIEW Surviving the Economic Downturn with Workforce Management from InVision Software |
| 17/09/2009 | CC EXPO PREVIEW Twitter and Social Media for Customer Service: free-to-attend Keynote panel debate |
| 17/09/2009 | CC EXPO PREVIEW Rapid Web2.0 adoption fuels transformation into real multi-channel centres |
| 03/09/2009 | TouchStar Call Centre Software Open New Sales Offices in London and Partner with Gemini UK Solutions |
| 03/09/2009 | Easynet Global Services makes four new appointments to strengthen customer service |
| 03/09/2009 | Aspect Appoints Unified Communications Business Development Manager for the United Kingdom |
| 03/09/2009 | Customer Interaction Management tools help digital switchover company provide high quality customer service via phone, email and web self-service channels |
| 03/09/2009 | Mazuma Comes Top of Mystery Shopping Exercise Measuring a Combination of Overall Quality of Customer Services |
| 03/09/2009 | BBC’s ‘The One Show' investigation into voice self-service systems claims "speech recognition systems are here to stay" |
| 13/08/2009 | Credit squeezed staff stay in for coffee as premium drinks vending soars |
| 13/08/2009 | Passionate about Performance - Customer Contact Planning 2010 launched this week |
| 13/08/2009 | Garlands launches integrated fulfilment service |
| 13/08/2009 | Visual IVR can reduce the time of automated transactions by 56 per cent |
| 13/08/2009 | The Traditional Call Centre is Dead; Online Customer Service is King |
| 13/08/2009 | Call centres can cut costs by up to 63% and improve service levels by switching providers says Intellis MD |
| 13/08/2009 | A contact centre wiki designed by a front-line agent contributes to both customer and agent satisfaction |
| 13/08/2009 | Brands At Risk As Customer Service Not Up To Speed |
| 17/07/2009 | No more coffee and biscuits, please |
| 17/07/2009 | Worried companies tackle 'problem bosses' as personalities clash |
| 17/07/2009 | Avaya receives highest rating in report on IVR systems and enterprise voice portals from analysts |
| 17/07/2009 | New Sabio CallBack application provides cost-effective Virtual Queue capability for Avaya users |
| 17/07/2009 | Thank you for calling, says Kent County Council |
| 17/07/2009 | Quarter of a million comet customers comfortable using automated self-service solution |
| 17/07/2009 | Outsourced contact centres better at customer service than in-house |
| 26/06/2009 | Whistle while you work: music provides significant boost to staff morale |
| 26/06/2009 | Research demonstrates value of having the right recruitment strategy |
| 24/06/2009 | Jacada and O2 win Global Telecoms Business Award for "Consumer Service Innovation" |
| 24/06/2009 | Redstone Telecom rolls out new inbound telephony solution |
| 24/06/2009 | Birmingham City FC on target for the Premier League with email marketing |
| 24/06/2009 | … and introduces suite of software to manage customer service performance throughout the enterprise - from the executive suite to broadband mobile devices |
| 24/06/2009 | Genesys brings unified communications to the customer service experience with new UC Connect initiative... |
| 12/06/2009 | Brits hitting the bottle to cope with redundancy |
| 12/06/2009 | "Company of the Year' selects Sabio to support its business-critical telephony and call centre infrastructure |
| 12/06/2009 | AVG uses ntl:Telewest business services to help create new jobs |
| 12/06/2009 | Virgin Games delivers five minute customer response with multimedia centre |
| 12/06/2009 | Daventry District Council improves service quality with one stop shop and contact centre investments |
| 12/06/2009 | Australia leads the way for financial services industry to adopt Voice biometrics within contact centres |
| 12/06/2009 | Social networking and the contact centre: customer service goes social |
| 29/05/2009 | Survey reveals workaholics now working six hours a week – in bed |
| 29/05/2009 | Recession drives up cases of workplace bullying |
| 29/05/2009 | Mouchel’s contact centre in Middlesbrough receives two awards for excellent customer service |
| 29/05/2009 | CallCare on acquisition trail after securing £2.5m |
| 29/05/2009 | Nissan singles out UK ‘Customer Experience’ as best in Europe |
| 29/05/2009 | Global research reveals major gaps between C-Level executives and customer service professionals |
| 29/05/2009 | Genesys starts “Cross Channel Conversation”s as first solution to address Millennial Generation’s diverse contact needs |
| 15/05/2009 | Verizon and Avaya expandeEnterprise VoIP and contact centre capabilities |
| 15/05/2009 | Customer service solutions for tough times webinar |
| 15/05/2009 | Garlands becomes net recycler of waste |
| 15/05/2009 | Customer experience consultancy Budd expands team |
| 15/05/2009 | Record year for Ofcom fines, with silent calls bearing the brunt |
| 15/05/2009 | Survey reveals 81% of organisations believe incorporating the customer experience can increase value of a unified comms strategy |
| 15/05/2009 | A third of UK customer service jobs could go overseas by 2015 finds survey |
| 30/04/2009 | Thames Water and Sabio to present best practice WFO case study at upcoming Professional Planning Forum conference |
| 30/04/2009 | Jennifer McGill and Jill Ellison join the Garlands' HR team |
| 30/04/2009 | CPP invest in coaching and rapid return consultancy to drive world class service and sales |
| 30/04/2009 | BBC iPlayer uses Transversal self service solutions to cut email enquiries by 75% |
| 30/04/2009 | A third of employees would steal sensitive company information if the price was right |
| 30/04/2009 | Genesys announces dramatic rise in number of businesses using Voice Self-Service Platforms in EMEA |
| 30/04/2009 | Outsourcers rethink horizontal functional strategies in light of global recession |
| 30/04/2009 | Contact centre industry bruised but not beaten by the downturn, ProtoCall One survey shows |
| 17/04/2009 | Service industry annual survey finds it takes the personal touch to deliver really great service |
| 16/04/2009 | UK tour operator expands call centre as demand for UK holidays rises |
| 16/04/2009 | T-Mobile opts for Philippines for new jobs rather than Scotland |
| 16/04/2009 | New Zealand sees dramatic growth in call centre job applicants |
| 16/04/2009 | EDF Energy staff encouraged to make healthy choices |
| 16/04/2009 | Customer retention key benefit of IP centres |
| 16/04/2009 | Redundancy threat now hangs over 13 million UK workers |
| 02/04/2009 | npower leverages Impact 360 software from Verint Witness Actionable Solutions to enhance service, support sales and heighten the customer experience |
| 02/04/2009 | North East training company ringing the changes for Vodafone and others |
| 02/04/2009 | HSBC to axe 400 call centre jobs |
| 02/04/2009 | Contact centers offer criminals huge opportunity for ID theft, finds study |
| 02/04/2009 | Contact centre acquisition suggests outsourcing can thrive during recession |
| 02/04/2009 | Culture of TCF compliance is not yet ‘embedded’, says ProtoCall One |
| 02/04/2009 | … and so is Contact Centre Link |
| 02/04/2009 | Salesforce.com servicing Cloud and Twitter - other CRM vendors likely to follow suit… |
| 20/03/2009 | 42% of Britons use web to do business with government |
| 19/03/2009 | TouchStar Call Centre Software expands its own customer support operation |
| 19/03/2009 | Rostrvm Solutions supports UK Outbound forum |
| 19/03/2009 | … while Prolog achieves ISO 14001 environmental certification |
| 19/03/2009 | RSPB signs Prolog to deliver excellent customer experience… |
| 19/03/2009 | Mobile Phone provider implements next generation workforce optimization from Verint Witness |
| 19/03/2009 | UK High Street banks lag behind in website accessibility and performance |
| 05/03/2009 | Outsourced service provider Converso reports highest monthly revenues ever |
| 05/03/2009 | Law firm urges employers to get tough, as worker sacked for Facebook misuse |
| 05/03/2009 | ProtoCall One wins major multi-channel communications role for NSPCC |
| 05/03/2009 | Contact centre property specialist bucks recession and announces growth of 50% |
| 05/03/2009 | Contact Validation Technology Can Improve UK Call Centre Efficiency by 100% |
| 05/03/2009 | Public sector call centres lagging behind private sector |
| 05/03/2009 | Pressure on agents grows as companies get more calls from anxious customers |
| 05/03/2009 | Companies urged to tackle Recession with Retention, Restructuring and Retraining |
| 20/02/2009 | Nectar customers are sweet according to VIRTUATel surveys |
| 20/02/2009 | Response aggress pioneering five year deal with Hiscox for outsourcing in the direct commercial insurance industry |
| 20/02/2009 | Does Obama’s 'buy American' plan signal problems for offshore outsourcing? |
| 20/02/2009 | Banks are missing the opportunity to cement customer relationships through improved service, finds Pegasystems survey |
| 20/02/2009 | … as self-service mobile care allows extension of the customer care experience to the consumers pocket |
| 20/02/2009 | ProtoCall One calls for multi-channel engagement in UK contact centres… |
| 06/02/2009 | Outbound outstands in consumer preference survey |
| 05/02/2009 | TouchStar’s UK contact centre customers benefiting from SIP technology |
| 05/02/2009 | Leading private hire firm to save £1 million following successful implementation of a Sabio Workforce Management solution |
| 05/02/2009 | 1000 call centre jobs under threat as Shop Direct Group announce Crosby closure proposals |
| 05/02/2009 | Most UK call centres are missing out on CTI efficiency gains |
| 05/02/2009 | Survey reveals businesses need new performance metrics to retain customers in current economic downturn |
| 23/01/2009 | Rich mix of topics and exceptional line up of speakers announced this week for Contact Centre Planning 2009 held in London on 27 – 28 April |
| 23/01/2009 | Free Sabio event highlights techniques for managing contact centres during recession |
| 23/01/2009 | Charity urges workplaces to commit to skills this year |
| 23/01/2009 | BSkyB enhances customer experience with Chordiant |
| 23/01/2009 | Customer Service must Evolve for Competitive Advantage |
| 22/01/2009 | ProtoCall One survey reveals contact centres facing increased pressure to reduce costs in 2009 |
| 09/01/2009 | Macmillan Cancer Support joins The Children's Trust as Sabio's chosen charity for Christmas |
| 09/01/2009 | The Call Centre Management Association (UK) begins its search for the Call Centre Manager, Team Manager and Learning Champion of the Year 2009 |
| 09/01/2009 | PCMS is on call for Comic Relief |
| 09/01/2009 | New contact centre specialist joins Professional Planning Forum’s expanding team of industry experts |
| 09/01/2009 | Sabio identifies key technologies and process optimisation trends that can deliver budget savings during 2009 |
| 05/12/2008 | Genesys launches 2008 Customer Innovations Awards |
| 05/12/2008 | UK's largest water company doubles the efficiency of its contact centre employee management operation with WFM tool from Sabio |
| 05/12/2008 | Ipswich call centre named ‘Fit for Work’ business champion |
| 05/12/2008 | Expanding Southend contact centre business opens new facility and creates 180 jobs |
| 05/12/2008 | New study by Freeform Dynamics highlights barriers to widespread adoption of effective customer retention strategies for mobile operators |
| 05/12/2008 | New web communication technology enables customers to pay bills quickly and securely |
| 27/11/2008 | New suite of topic-driven workshops launched for Contact Centre Managers to spread best practice and drive improvements |
| 27/11/2008 | … while Virgin Media TV improves service with Hornbill SupportWorks |
| 27/11/2008 | Virgin Games to streamline customer experience with multimedia contact centre… |
| 27/11/2008 | Sabio highlights five key factors for successful Homeshoring |
| 27/11/2008 | Contact centre outsourcing vendors must take strategic view for BPO success |
| 27/11/2008 | Contact centres not measuring performance in the way that board level execs need |
| 14/11/2008 | UK consumers calling time out for call centre touchtone systems |
| 13/11/2008 | EDF Energy’s Sunderland customer services centre scoops the top prize at this year’s North East contact centre awards |
| 13/11/2008 | bss wins two National Outsourcing Association Awards |
| 07/11/2008 | VoiceObjects chosen by European telco to optimise customer service; worldwide partner recruitment initiative pays off |
| 07/11/2008 | Noetica launches script-aware predictive dialer for web-based customer interaction management |
| 07/11/2008 | QVC’s Knowsley Call Centre goes the extra mile for Breast Cancer Care |
| 07/11/2008 | Sitel saves 150 travel jobs in Lancashire |
| 30/10/2008 | Garlands achieves quality certification at new South Shields site |
| 30/10/2008 | TV show The Apprentice highlights communication skills to be the main development needs of young managers, say learning and development experts |
| 30/10/2008 | Chordiant launches model for benchmarking and improving customer experience management |
| 30/10/2008 | Profits could prove elusive for the on-demand CRM model |
| 30/10/2008 | ‘Slash and burn’ won’t safeguard customer relationships in a recession, warns ICS |
| 17/10/2008 | Lack of line management buy-in is the major barrier to learning retention, survey finds |
| 17/10/2008 | Experian’s CreditExpert helps consumers tackle credit crunch online thanks to transversal |
| 17/10/2008 | Economy forces bosses to consider smarter working |
| 17/10/2008 | Indian Outsourcers on acquisition trail again |
| 17/10/2008 | First Direct comes out on top in call centre benchmarking study, but overall financial institutions have been woefully inadequate at using new channels to reassure customers in crisis |
| 09/10/2008 | Is your keyboard bugging you? |
| 09/10/2008 | Lingfield Point launches new office space for call centre market |
| 09/10/2008 | Jacada simplifies Kabel Deutschland customer service for 9m German Triple Play users |
| 09/10/2008 | … and sets its staff 'The Carbon Challenge' |
| 09/10/2008 | Garlands awarded COPC-2000 CSP Standard quality certification… |
| 09/10/2008 | Keep customers happy to survive tough times |
| 09/10/2008 | Companies are struggling to attract and serve the ‘Millennial Generation’ |
| 26/09/2008 | Prolog appoints head of IT |
| 26/09/2008 | Redundancy mismanagement can cause unnecessary grief for troubled businesses, warns Croner |
| 26/09/2008 | Scotland rugby coach swaps the changing room for RESPONSE contact centre |
| 26/09/2008 | TouchStar’s UK Customers to Benefit from Next Generation Contact Centre Technology |
| 26/09/2008 | … while UK contact centres receive 420 million complaints annually, finds ContactBabel research |
| 26/09/2008 | Pressure rises on contact centre staffing levels… |
| 18/09/2008 | Zain selects Missed Call Notification from Jinny Software |
| 18/09/2008 | Careers Advice Service voted best UK public sector contact centre |
| 18/09/2008 | CallScripter scores with Sitel for Soccer Aid |
| 18/09/2008 | Technology that talks your customers’ language |
| 18/09/2008 | Customer experience boost and efficiency gains at Severn Trent thanks to Qire |
| 18/09/2008 | … but agents are failing website customers |
| 18/09/2008 | 58% of callers get through to UK’s Top 50 Call Centres in 60 seconds or less… |
| 11/09/2008 | Genesys 'Solutions Theatre Presentation' to give insight into intelligent customer front door at Call Centre Expo 2008 |
| 11/09/2008 | The Panther Group Launches spokenfor, a 220 Seat Contact Centre Business in Brighton |
| 11/09/2008 | Confused.com sets gold standard for email |
| 11/09/2008 | BT Business offers guide to stop home workers feeling that they are missing out on gossip and promotion |
| 11/09/2008 | New biometric voice verification solution helps contact centre operators combat identity fraud |
| 11/09/2008 | Organisations overlook business value of video and social networking sites, study finds |
| 05/09/2008 | CCMA UK health and wellbeing conference |
| 05/09/2008 | DVT threat to agents and ‘desk jockeys’ |
| 05/09/2008 | CallScripter Hosted goes global |
| 05/09/2008 | CDC Respond adds Microsoft-based analytics applications to its business intelligence toolset |
| 05/09/2008 | Agent Sensei, the call centre innovation from SKS inspired by research at Expo 07 |
| 05/09/2008 | ASC to show new quality monitoring solution at Call Centre Expo |
| 29/08/2008 | Game Group signs contract with Numero to handle inbound email contact |
| 27/08/2008 | InVision study reveals that US contact centres tap low efficiency potential of their workforce management practices |
| 27/08/2008 | Interactive Intelligence’s “Outrageous Interactions” contest continues to receive outrageous submissions as countdown to judging begins |
| 27/08/2008 | Secure credit card payment solution removes the risk of credit card fraud for contact centre agents |
| 27/08/2008 | Affiniti supports Dumfries and Galloway call centre roll-out |
| 27/08/2008 | Government to encourage innovation in the service economy |
| 14/08/2008 | Outsource specialist brings 100 new jobs to North East |
| 13/08/2008 | Contact Centre Planning 2009, to be held on 27 – 28 April, will focus on delivering the Customer Journey |
| 13/08/2008 | Kwik Fit Insurance celebrates Christmas – in July |
| 13/08/2008 | Paper recycling across Garlands' sites estimated to save more than 250 trees in 2008 |
| 13/08/2008 | Royal Mail’s ‘Ask Sarah’ web self-service system cuts email enquiry volume by half |
| 13/08/2008 | Rostrvm Solutions’ guide helps local government call centres prepare for new NI14 regulations on “avoidable contact” |
| 13/08/2008 | Virgin Games streamlines customer experience with multi-media contact centre |
| 13/08/2008 | North American market for hosted outbound IVR services to more than double by 2013 |
| 13/08/2008 | IT proves biggest frustration for contact centre agents |
| 30/07/2008 | Automated payments from Telephonetics VIP begins self service initiative to improve citizen experience at Reigate and Banstead Borough Council |
| 24/07/2008 | Demotivated UK workers feel the heat of ‘Summer SAD’ |
| 24/07/2008 | Ever Ready Mortar cements contact centre success with Rostrvm Solutions |
| 17/07/2008 | Customer retention is cheaper than the cure |
| 17/07/2008 | Employers collaborate to address IT skills |
| 17/07/2008 | Credit crunch to inflict more pain, warns the FPB |
| 17/07/2008 | Governments increasing spend on CRM solutions |
| 17/07/2008 | 61% of call centre agents want better systems for managing calls |
| 10/07/2008 | Government moves to name and shame rogue employers should be selective, warns Croner |
| 10/07/2008 | Recruitment Process Outsourcing market booms despite economic downturn |
| 10/07/2008 | Flying Brands selects Sabio to manage migration to next generation communications platform |
| 10/07/2008 | Catalogue giant decreases debt provisioning and recoupment costs with new interactive messaging technology |
| 03/07/2008 | … and kicks off Annual ‘Big Summer Holiday’ competition |
| 03/07/2008 | Call Connection joins forces with Parker’s Car Price Guide to launch insurance comparison service… |
| 03/07/2008 | Keeping pace with Web 2.0 may be only way to remain competitive |
| 03/07/2008 | Local councils make significant improvements to online services |
| 03/07/2008 | Swinton Insurance to double UK call centre staff |
| 03/07/2008 | What is the cost of not developing your staff in tough economic times? |
| 03/07/2008 | Jacada urges companies using Contact Centres to consider the quality of their customer interactions, not just the quantity |
| 03/07/2008 | New research reveals over 50 per cent of contact centres don't have technology to personalise customer service |
| 26/06/2008 | Darlington’s newest major employer opens its doors |
| 26/06/2008 | Call Connection keeps employees happy AND healthy |
| 26/06/2008 | Banking comes to internet TV services |
| 26/06/2008 | Online chat service encourages Sky Bet customers to talk |
| 26/06/2008 | Study finds consumer expect better customer experience as credit crunch takes hold |
| 20/06/2008 | Calsoft launches Offshore Development Centres for Europe |
| 20/06/2008 | People will take more risks in tough economic times |
| 20/06/2008 | Warwickshire Council deploys automated Speech Dialler to drive service efficiency |
| 20/06/2008 | Global survey reveals that legacy systems pose major barrier for marketers at mobile operators |
| 20/06/2008 | Majority still unaware of service desk software-as-a-service |
| 20/06/2008 | Is poor customer service costing consumers their health? |
| 20/06/2008 | Contact centre pricing and attrition levels worrying outsourcing providers globally |
| 20/06/2008 | Research shows agents are keen to improve customer service, but not always given the right tools to do the job |
| 12/06/2008 | More than 90 minutes a week spent on personal web surfing at work, says CBI |
| 12/06/2008 | Working Time Directive opt-out could be undermined, warns FPB |
| 12/06/2008 | Professional Listeners: the evolution of the contact centre worker |
| 12/06/2008 | Antiquated Practices Cost UK Contact Centres £1billion Per Annum, CosmoCom Finds |
| 05/06/2008 | High fuel costs should make bosses more flexible |
| 05/06/2008 | Vertex extends contract with Birmingham City Council |
| 05/06/2008 | Converso expands its UK contact centre by 40 per cent |
| 05/06/2008 | … while Asia-Pacific offers exciting growth to all contact centre vendors |
| 05/06/2008 | Indian outsourcers predicted to snap up Western service providers… |
| 05/06/2008 | Public sector contact centres leading the way in process improvement |
| 05/06/2008 | … while Facebook generation seek secure banking with Web 2.0 tools |
| 05/06/2008 | UK Consumers demand secure speaker verification from telcos and banks... |
| 29/05/2008 | Call volumes plunge by 40% during Champions League countdown |
| 29/05/2008 | Law firm predicts summer of employee discontent |
| 28/05/2008 | Transversal delivers the answer to TV licence questions online |
| 23/05/2008 | Monitronics implements Workforce Management software from Verint Witness Actionable Solutions |
| 23/05/2008 | Sabio and Avaya launch 'Voice of the Contact Centre Agent' - industry's first major UK research project to focus on the specific needs of the contact centre agent |
| 23/05/2008 | VoiceObjects establishes partnership with Datapoint to deliver personalised phone self-service solutions |
| 23/05/2008 | Service desk work could be start of IT career path, find study |
| 23/05/2008 | Equal pay and rights for temps at 12 weeks a boon for contact centre industry |
| 16/05/2008 | Men moan more than women – when it comes to customer service, that is |
| 15/05/2008 | Directors clock longest hours for the least perks |
| 14/05/2008 | beCogent hires Justene Donnelly as new head of contact centres |
| 14/05/2008 | Garlands enhances its Collections and Debt Recovery services portfolio |
| 14/05/2008 | Sensée launches call centre home working consultancy service |
| 08/05/2008 | Kent Police call centre manager wins CCMA Emergency Control Room Manger award |
| 08/05/2008 | IT service departments get a seat on the board |
| 08/05/2008 | 81% believe flexible working is important to attract and retain the best people |
| 08/05/2008 | Hotels.com signs with Eptica Email Management to track world wide call centre operations |
| 08/05/2008 | WIN delivers managed intranet service to enhance Vodafone Retail’s customer experience |
| 08/05/2008 | Noetica aims to capitalise on growing Spanish contact centre market |
| 08/05/2008 | UK consumers turn against offshoring, even if it saves them money finds study |
| 02/05/2008 | IAIN BANKS SCOOPS TOP CALL CENTRE AWARD |
| 01/05/2008 | The future of social networks is in business |
| 01/05/2008 | New psychometric profiling service designed for small business users launched with £200,000 giveaway |
| 01/05/2008 | e-skills UK invites input to new strategic plan |
| 01/05/2008 | Go Forward goes national |
| 01/05/2008 | … and showing their talent |
| 01/05/2008 | Garlands' volunteers go back to school… |
| 01/05/2008 | Planning makes the difference for 2008 award winners |
| 01/05/2008 | Most companies don’t know how to use customer feedback to improve their business, finds study |
| 24/04/2008 | Orange selects Chordiant Cx to improve customer retention and increase revenues |
| 24/04/2008 | Employers warned over changes to maternity and sex discrimination rights |
| 23/04/2008 | 2008 tipped to be inflection point for Voice-XML-based IVR |
| 23/04/2008 | YouGov aims to recruit around 2000 UK contact centre agents to join its specialist research panel |
| 18/04/2008 | Retail banks continue to invest in WFO software to enhance workforce performance and the customer experience |
| 17/04/2008 | Service Desk Institute to launch globally recognised soft skills training and certifications in India |
| 17/04/2008 | Global insurers’ focus on customer service fuels CRM boom |
| 17/04/2008 | Customer service faces cultural upheaval with coming of the ‘Silent Generation’ warns report |
| 10/04/2008 | A personalized approach to the web |
| 10/04/2008 | CCMA Awards Dinner – book your place TODAY |
| 10/04/2008 | Transcom’s Oscars |
| 10/04/2008 | Telenor Pakistan selects Acision to support dramatic growth |
| 10/04/2008 | NetCom selects Comverse Multimedia Call Completion to boost ARPU |
| 10/04/2008 | Back to the floor for 2Touch’s management |
| 10/04/2008 | More than 50% of centres still discount option of home working |
| 03/04/2008 | Survey results reveal that 28% of employees had asked for training but find that it never happens |
| 03/04/2008 | Vivantio helps Hays Specialist Recruitment boost productivity and eliminate customer service paper trail |
| 03/04/2008 | Major UK bank chooses Portal to house 400 call centre positions in Kent |
| 28/03/2008 | GN celebrates success of ‘Jabra Freedom’ incentive pro-gramme one year on |
| 28/03/2008 | Cable&Wireless QueueBuster comes up roses for Interflora contact centre at Christmas |
| 28/03/2008 | Towergate partnership selects Hornbill’s Supportworks ITSM for centralized service desk |
| 28/03/2008 | Corporate knowledge experts playing an increasingly important customer service role |
| 28/03/2008 | 60 to 80 per cent agency turnover rates in overseas call centres |
| 28/03/2008 | Customer service departments buckling under strain of email |
| 28/03/2008 | 31% of centres do not plan outbound activity with 7% unable to quantify outbound workload |
| 20/03/2008 | Cable&Wireless QueueBuster comes up roses for Interflora contact centre at Christmas |
| 19/03/2008 | Chubb Insurance upgrades to Hornbill Supportworks ITSM for international service desk |
| 19/03/2008 | Special award for Call Connection boss |
| 19/03/2008 | Microsoft makes equity investment in Aspect to bring Microsoft's unified communications and voice platform to contact centres worldwide |
| 19/03/2008 | Barclays extends investment in Verint Systems Software |
| 19/03/2008 | UK Retailers failing to embrace multichannel selling in call centres |
| 19/03/2008 | Slow, poor quality email responses failing UK customers – and problem is getting worse |
| 14/03/2008 | Prudential UK goes global with Exony solution |
| 14/03/2008 | Stockton-on-Tees Borough Council improves access to Council Tax, Housing Benefits and Care services |
| 14/03/2008 | Vodafone to enhance customer experience across all customer-facing channels |
| 14/03/2008 | Who are the top contact centre outsourcers globally? |
| 14/03/2008 | Research underway in the largest study of the UK contact centre industry |
| 06/03/2008 | Homophobic banter not covered by Sexual Orientation Regulations, warns legal specialist |
| 06/03/2008 | Call centre receives first national recognition to help fight workplace obesity |
| 06/03/2008 | Minister calls on Response to see preparations for UK digital handover |
| 06/03/2008 | EDF Energy launches faster contract processing service using rostrvm |
| 06/03/2008 | Verint Witness actionable solutions announces continued uptake in workforce optimisation customer sites |
| 06/03/2008 | Vodafone Ireland selects VoiceObjects for key customer care initiative |
| 06/03/2008 | Retail banks' spend on Business Intelligence technology expected to reach USD$9bn by 2012 |
| 28/02/2008 | Local company goes that extra mile for sport relief |
| 28/02/2008 | Telephonetics VIP and Kingston Communications agree new multi-million pound deal for cinema call handling |
| 28/02/2008 | Trinity Mirror introduces Atlantic Link Rapid E-learning tools |
| 28/02/2008 | Mexico?s leadership in US bilingual offshore contact centres not guaranteed, says Datamonitor |
| 28/02/2008 | Mindjet’s “Value of an Hour” survey finds UK workers have the knowledge |
| 21/02/2008 | Co-operative Bank ‘Top Dog’ on the High Street – according to Watchdog viewers |
| 21/02/2008 | Petition to 10 Downing Street pushes for designated department for business continuity management |
| 21/02/2008 | Inadequate skills and insufficient staff lead to IT-related issues, according to non-profit IT Association Report |
| 21/02/2008 | Ipswich call centre chief short-listed for Britain’s Best Boss |
| 21/02/2008 | Outsourcing meeting cost but not strategic objectives |
| 21/02/2008 | Europe turns to hosted contact centres |
| 21/02/2008 | Convergys Canadian withdrawal tip of iceberg for US nearshore contact centres |
| 21/02/2008 | Online banking audit reveals major opportunities for customer service improvement |
| 14/02/2008 | Dixons.co.uk partners call connection |
| 14/02/2008 | Viewers of the BBC consumer programme Watchdog have vote first direct Britain's best bank for customer service |
| 14/02/2008 | Banks must embrace web-based customer contact, says white paper |
| 14/02/2008 | Survey uncovers inconsistent local government contact centre service level targets |
| 14/02/2008 | Multichannel strategy drives customers away, says BT futurologist |
| 08/02/2008 | Student Loans Company pioneers ‘phone rage’ training |
| 08/02/2008 | CCMA Awards extends to reward Emergency Control Room Managers too |
| 08/02/2008 | … but our use of computers to seek sexual thrills drives innovation |
| 08/02/2008 | British workers just call to say ‘I love you’ on company time… |
| 08/02/2008 | Precious few businesses take IT technology seriously at board-level |
| 08/02/2008 | More than half of UK banks, insurance companies and building societies fail to respond to online customer queries |
| 01/02/2008 | Dutch customer service market leader leverages VoIP to create competitive edge |
| 01/02/2008 | Major financial institution signs global contract with Cybertech for voice recording solution |
| 31/01/2008 | Telecoms cable severing in Med proves a boon for virtual centre technology |
| 31/01/2008 | Customer-centric service is top local authority goal, claims research |
| 31/01/2008 | Laws to curtail outbound calling glut fail to bite, finds latest study |
| 25/01/2008 | Happy New Year 2009 for easyJet customers as ntl:Telewest Business helps manage demand |
| 23/01/2008 | Space Kitchens boost call centre efficiency with CRM system from K3 |
| 23/01/2008 | Sunderland contact centres join forces to recruit |
| 23/01/2008 | Contact centre managers urged “to take the power back” to create agile, focused centres |
| 22/01/2008 | … and the answer lies in harnassing real time SMS feedback |
| 22/01/2008 | Telecoms companies need to do more to garner ‘real time’ customer satisfaction data to drive their businesses... |
| 18/01/2008 | CCMA UK needs you: enter the 2008 awards here |
| 18/01/2008 | Employee benefits failing to match workers’ lifestyles |
| 18/01/2008 | …. while Help The Aged urges retailers to wake up to the needs of the older consumer and the business opportunities they represent |
| 18/01/2008 | Saga supports new contact centre course at Folkestone University… |
| 18/01/2008 | 2008 will be a boon for outsourcing thanks to credit crunch, suggests NOA poll |
| 11/01/2008 | Is getting a new job a New Year’s resolution for your young managers? |
| 11/01/2008 | Latest contact centre innovations show that planning makes the difference |
| 11/01/2008 | … and introduces new interactive board game to help recruits understand the route to success |
| 11/01/2008 | Garlands to Go Live at contact centre in South Shields with creation of 100 new jobs... |
| 11/01/2008 | Northern Ireland Electricity turns to Eckoh to automate power outage call handling |
| 11/01/2008 | Annual audit reveals significant improvements in online customer service for gambling sector |
| 11/01/2008 | UK call centres grew in 2007 |
| 11/01/2008 | 'Customer Experience' is a priority for contact centres but businesses are unsure how to deliver it |
| 12/12/2007 | Mistletoe and whine |
| 12/12/2007 | Contact centre selects ‘pure’ IP to capture all inbound calls and enhance outbound operation |
| 12/12/2007 | … while UK workers turn to mobile phones as companies ban access to social networking sites |
| 12/12/2007 | British businesses taking a more sophisticated approach to taming the wild, wild web at work… |
| 07/12/2007 | If I email you today will you know who I am when I phone tomorrow? |
| 07/12/2007 | Employers risk falling foul of anti-discrimination laws |
| 07/12/2007 | Verint Witness launches next-generation, unified workforce optimisation suite |
| 07/12/2007 | KPN introduces on-demand contact centre in Benelux based on CosmoCom platform |
| 07/12/2007 | Tis the season to relieve the customer service burden on retail and logistics firms |
| 30/11/2007 | Why technology is key to delivering exceptional service |
| 29/11/2007 | New service aims to drastically reduce IT and telecoms |
| 29/11/2007 | Call Connection sweeps up at Anglian Business Awards |
| 29/11/2007 | Noetica celebrates 10 years of pioneering contact centre technology |
| 29/11/2007 | Virgin Media Dials Up the Right Numbers with KXEN |
| 29/11/2007 | 2Ergo offers new dimension in interaction and engagement between organisations and their target audience |
| 29/11/2007 | Live video interaction centre offers new and innovative customer experience to financial services centre |
| 23/11/2007 | Would your customers change supplier because of one bad customer experience? |
| 22/11/2007 | More than half of small businesses are a click away from disaster |
| 22/11/2007 | Unfeeling female bosses fail to win over staff |
| 22/11/2007 | US Ambassador praises Glasgow call centre staff |
| 22/11/2007 | Thomas Cook offers customers automated speech recognition service to pay holiday balances |
| 22/11/2007 | VIRTUATel launches Free Call Centre Benchmark Service |
| 22/11/2007 | eGain offers free customer service benchmark assessment for contact centres |
| 22/11/2007 | Lack of management holding back potential business benefits of virtual centres |
| 16/11/2007 | What does an Exceptional Customer Experience look like? |
| 15/11/2007 | Consumers identify telecoms and TV providers as sectors with worst performing contact centres |
| 15/11/2007 | Amazon has a passion for always asking: ‘What’s best for the customer? |
| 14/11/2007 | Management should capture the balance of power back from the agent |
| 14/11/2007 | Jacada signs contract with O2 UK |
| 14/11/2007 | Barclays wins first ever health, work and wellbeing award |
| 14/11/2007 | MPLSystems sponsors ContactBabel Operational Review |
| 14/11/2007 | … while Extreme Networks and Avaya start the green revolution at the telephone |
| 14/11/2007 | Contact centres starting to recognise the value of 'going green'… |
| 12/11/2007 | Why Brits are happier with call centres than the French (but not as happy as the Germans) |
| 11/11/2007 | Social networking sites prove to be costly headache for employers |
| 11/11/2007 | DVLA provides efficient customer service using Avaya Contact Centre Solutions |
| 11/11/2007 | Convergys helps clients gain strategic advantage with a new relationship management approach |
| 11/11/2007 | Are you ready for the Christmas online shopping customer service deluge? |
| 02/11/2007 | Employers urged to beat the Winter blues or suffer plummeting productivity |
| 02/11/2007 | Almost half of contact centre agents use three or more operating systems to handle one customer call |
| 02/11/2007 | Call Connection achieves Investors in People Standard |
| 02/11/2007 | Response opens state-of-the-art facility in Galsgow |
| 02/11/2007 | Optimised customer service “a key priority to improving the customer experience” finds study |
| 02/11/2007 | CRM , multimedia and IP set to attract most investment from contact centres in the next two years |
| 02/11/2007 | Staff attrition still the biggest headache for contact centres – that and customer satisfaction |
| 25/10/2007 | National Outsourcing Association awards winners announced |
| 25/10/2007 | Employers could curse workplace swearing due to risk of tribunals, says Croner |
| 25/10/2007 | Bss buys CCG group |
| 25/10/2007 | Call Connection expands into over-80s market |
| 25/10/2007 | Unified communications increases staff productivity by 25 per cent |
| 25/10/2007 | UK financial organisations routinely loose $10k per hour through software faults |
| 25/10/2007 | Confusion still rife over Noise at Work Legislation |
| 18/10/2007 | Sabio research shows UK businesses missing out on the benefits of speech-enabled self-service |
| 18/10/2007 | Don’t travel in the dark, commute smart |
| 18/10/2007 | ASC wins communications recording contract for airports in Argentina |
| 18/10/2007 | Jacada cashes in on continued success in casino entertainment industry |
| 18/10/2007 | Businesses let down by traditional CRM, finds survey |
| 18/10/2007 | Rising Indian Rupee challenges India-based Outsourcing providers’ maintenance and renewal of Western contracts |
| 18/10/2007 | Yellow Pages 118 24 7 enters Top Five for customer service |
| 18/10/2007 | While research shows need for every week to be National Customer Service Week, argues Call Connection |
| 18/10/2007 | European businesses prioritise customer service, but are they delivering? |
| 11/10/2007 | Twenty4help expands operations with near-shore facility |
| 11/10/2007 | Central Hudson Gas & Electric selects Jacada |
| 11/10/2007 | BeCogent secures £2m House of Frasier deal |
| 07/10/2007 | Nominations now open for Contact Centre Innovation Awards 2008 |
| 07/10/2007 | Amcat partners with Gryphon to provide complete compliance solution |
| 07/10/2007 | eGain adds multilingual capability to its customer service software and commits to pan-European expansion |
| 07/10/2007 | CTI Group expands call monitoring range with reporting tool for VoIP networks |
| 07/10/2007 | Britannia rolls out QueueBuster to Bristol contact centre |
| 07/10/2007 | Trend for consumers to boycott companies that give bad customer service is growing |
| 27/09/2007 | CC EXPO GN launches Noise at Work Safe and Sound pack |
| 27/09/2007 | CC EXPO Glasgow customer contact centre employee ‘best in Europe’ |
| 27/09/2007 | Stubbing out smoking breaks ignites workplace stress |
| 27/09/2007 | Vantage Insurance Services adopts Tealeaf to increase web conversions andiIntroduce online compliance measures |
| 27/09/2007 | Gentoo Group chooses plasmanet to engage customer service agents |
| 27/09/2007 | Contact centre 'Empathy and Advocacy' standards are falling according to new European consumer research |
| 27/09/2007 | Home-based contact centre agents rapidly becoming mainstream |
| 20/09/2007 | MTN to enhance customer experience with unified multichannel customer service |
| 19/09/2007 | Mobal selects Eptica’s solution to manage online enquiries at international customer contact centre |
| 19/09/2007 | Jacada signs contract with second public utility provider |
| 19/09/2007 | The Usha Martin Group acquires UK outsourced contact centre Converso to spearhead global BPO Brand |
| 19/09/2007 | Long queues and touch tone menus send consumers crazy |
| 19/09/2007 | Survey reveals web self-service is firmly on the agenda for European contact centres |
| 19/09/2007 | Calls to mobiles will account for 70% of contact centre telephony costs by 2008 |
| 14/09/2007 | Wikis are introducing new ways of working to contact centres |
| 14/09/2007 | Employer takes ‘Kwik Step’ to offer staff healthy lifestyle |
| 14/09/2007 | Nottingham City Council selects Macfarlane and Lagan technology to power its contact centre |
| 10/09/2007 | Agent churn and IT training and support costing UK contact centres dear |
| 06/09/2007 | You can’t trust the board of directors, say the staff |
| 06/09/2007 | European users enthusiastic for Enterprise 2.0, converging IT and communications strategies, and green IT, finds IDC |
| 06/09/2007 | Working from home come to the UK |
| 06/09/2007 | New automated voice technology optimises productivity and eliminates financial need to offshore |
| 04/09/2007 | Amcat introduces free pocket guide for contact centre professionals |
| 04/09/2007 | UK businesses offered telecoms value |
| 31/08/2007 | Sexual harassment – no laughing matter |
| 31/08/2007 | O2 selects Insight Now to deliver instant staff and customer feedback |
| 31/08/2007 | Contact centre homeworking comes of age |
| 24/08/2007 | Contact centre software team heads for Infinity |
| 24/08/2007 | Report reveals top vendors in the customer relationship management solutions market |
| 23/08/2007 | … but tech savvy brits embrace call centre technology |
| 23/08/2007 | Bank contact centres beat internet for customer service |
| 23/08/2007 | 96% of customers would use another company if it meant talking to a live agent |
| 17/08/2007 | Erskine Youth Football Club gets call centre sponsorship |
| 17/08/2007 | Telecoms Applications releases new virtual call centre product |
| 17/08/2007 | Aspect Software and OpenSpan partner to extend quality management across the enterprise |
| 17/08/2007 | WFO solution to provide global cruise line with comprehensive overview of its contact centre performance |
| 17/08/2007 | India celebrates momentous anniversary |
| 17/08/2007 | Asian study reveals increasing business impact of integrating web interactions in the contact centre |
| 09/08/2007 | Only half of contact centres measure customer satisfaction |
| 09/08/2007 | Jacada signs material contract with North American utility provider |
| 09/08/2007 | Exony expands to deliver contact centre measure and manage capabilities for financial services |
| 09/08/2007 | Elvis Poll Reveals Employees’ ‘Suspicious Minds’ |
| 09/08/2007 | The seven key areas driving the development Workforce Optimisation |
| 03/08/2007 | Ten award-winning contact centres open doors to Planning and Analysis specialists this summer |
| 03/08/2007 | UK tour operator First Choice enhances customer service with Verint Witness Actionable Solutions’ Impact 360 Software |
| 03/08/2007 | iQor implements contact centre solution from Aspect to enhance collections processes and ensure Ofcom compliance |
| 03/08/2007 | Fineco transforms customer service with Genesys Dynamic Contact Centre |
| 03/08/2007 | Helpdesks flooded with fibs from users |
| 03/08/2007 | Revealing the hidden truths within contact centre conversations |
| 03/08/2007 | Staff work best under remote control |
| 03/08/2007 | Is quality management failing the contact centre industry? |
| 12/07/2007 | The Professional Planning Forum appoints ex-Barclaycard man to meet the demands of its expanding membership |
| 12/07/2007 | Employers urged to consider calling time on boozy summer lunches |
| 12/07/2007 | Sabio research identifies seven key technologies for effective First Contact Resolution |
| 12/07/2007 | Garlands wins the 'Orange Best Use of Technology in Business' Award for the North East |
| 12/07/2007 | Active Health Partners improves current and future resourcing at its nursing contact centre with GMT Planet |
| 12/07/2007 | Argyll and Bute Council turns to VoIP technology to power new customer service centre |
| 12/07/2007 | Message Pad to provide emergency support for Coventry Airport |
| 12/07/2007 | Barclays wins City & Guilds Employer of the Year award for its call centre |
| 12/07/2007 | New PM Brown fails to impress small businesses |
| 12/07/2007 | Customer service and unified communications are top pain points for UK businesses |
| 05/07/2007 | Healthy summer ahead for energetic employees |
| 05/07/2007 | Nexus IS and Exony partner to deliver “Measure and Manage” capabilities for virtual contact centers |
| 05/07/2007 | Dyson: Awarding winning customer care |
| 05/07/2007 | Leeds City Council selects Impact 360 Customer feedback solution from Sabio for its Contact Leeds contact centre operation |
| 05/07/2007 | Millions lost because of missing link between CRM and contact centres |
| 05/07/2007 | Customer service? Lip service more like — Uswitch finds home phone and broadband customer service levels plummeting |
| 05/07/2007 | Outbound sales and marketing changing in response to consumer backlash |
| 29/06/2007 | Base One appoints Broadsystems to manage outbound lead generation on behalf of British Gas |
| 29/06/2007 | Winners of the Customer Service Awards Ireland 2007 Announced |
| 29/06/2007 | Vertex aims to improve customer experience with ResponseTek |
| 29/06/2007 | Leserskring improves customer service with new email management system |
| 29/06/2007 | New Forest District Council selects telephonetics VIP Automation Agent to address increasing demand for telephone based services |
| 29/06/2007 | Genesys “Voice Idol” competition demonstrates how speech applications can improve the customer experience |
| 29/06/2007 | Empire HR highlights the cost of falling foul of employment law |
| 29/06/2007 | Welsh Assembly minister launches new call centre in Newport for 118 24 7 |
| 29/06/2007 | Offshoring call centre jobs undermines customers and delivers no real business benefits |
| 21/06/2007 | rostrvm provides inbound/outbound solution for 45 Dixon Motor Group dealerships |
| 21/06/2007 | Pay is not the driver in job search, reveals study |
| 21/06/2007 | Call centres shortlisted for business awards |
| 21/06/2007 | Outback appoints Aspect Marketing Services as UK call centre handlers |
| 21/06/2007 | Ladbrokes transforms customer service with Genesys Dynamic contact centre |
| 21/06/2007 | Famous five come together to launch the first ever Contact Centre Diploma |
| 21/06/2007 | UK online retailers selling shoppers short on service |
| 21/06/2007 | 70 per cent of contact centres have changed their outbound operations in response to silent calling rules |
| 15/06/2007 | Call centres urged to get on their bikes for national Bike Week |
| 14/06/2007 | Employers naively leave door wide open for staff to exit with sensitive data |
| 14/06/2007 | Call centre success boosts jobs |
| 14/06/2007 | Nottinghamshire County Council selects rostrvm for the Authority’s Customer Service Centre |
| 14/06/2007 | Kenwood/DeLonghi improves customer service with speech self service |
| 14/06/2007 | ... while Lekane extends the contact centre with mobility and presence management for staff on the move |
| 14/06/2007 | T-Mobile Germany transforms customer service with Genesys Dynamic Contact Centre... |
| 14/06/2007 | New BT ‘shared service’ solution will help local authorities meet demands of Varney report |
| 14/06/2007 | Hitting targets is becoming obsessive and leading to failures |
| 07/06/2007 | Poking fun at colleagues might be socially acceptable but could lead to claims of harassment |
| 07/06/2007 | Culture the main barrier to adoption of remote working and green practices |
| 07/06/2007 | Fluency’s virtual agents grab a slice of the action at Pizza Hut |
| 07/06/2007 | Eckoh and Genesys join forces to provide hosted speech-based self service solutions |
| 07/06/2007 | Sabio strengthens consultancy team to support workforce optimisation business growth |
| 07/06/2007 | New certificate programmes strengthen development opportunities in contact centres |
| 06/06/2007 | AVAYA goes private |
| 31/05/2007 | How 2.0 Are You? |
| 31/05/2007 | Aspect aims to deliver integrated speech analytics through CallMiner partnership |
| 31/05/2007 | Call centres invest in neuro-linguistic programming for customer facing staff |
| 31/05/2007 | RICS buys TeleWare solution for its contact centre |
| 31/05/2007 | Technology-cooperation for the automated analysis of calls in call centres |
| 31/05/2007 | Verint completes acquisition of Witness Systems to become market leader in workforce and enterprise optimisation |
| 31/05/2007 | Call centres at the heart of a “billion pound bank robbery", claims BBC investigation |
| 24/05/2007 | 40% of ‘blogging’ employees could be at risk of dismissal |
| 24/05/2007 | Materialistic workers less satisfied and committed |
| 24/05/2007 | … and waves the rules for P&O’s email handling |
| 24/05/2007 | Advanced self service makes customer service plain sailing for Brittany Ferries… |
| 24/05/2007 | Stream Energy adopts Genesys' strategic plan and solutions to transform and improve its customer service |
| 24/05/2007 | Steria provides Argyll and Bute Council with £1m customer contact centre |
| 24/05/2007 | Economic survey highlights skills shortages ahead |
| 24/05/2007 | Staff skills benefit from consolidating service desks, finds HDI Survey |
| 24/05/2007 | Western countries poised for massive outsourcing boom, but only in certain sectors |
| 17/05/2007 | Adopt good food practices to protect your business reputation |
| 16/05/2007 | Steria to deliver £2.8 million customer contact centre at Dorset County Council |
| 16/05/2007 | Parcelforce Worldwide extends redelivery service with self service technology |
| 16/05/2007 | DIY self-help IT solutions can only work with guidelines in place |
| 16/05/2007 | Agent optimization seen as a top investment priority over next three years |
| 16/05/2007 | Malta emerges as new European near-shore outsourcing destination |
| 16/05/2007 | UK contact centres trail US counterparts on working from home |
| 11/05/2007 | The 2007 Help Desk and IT Support Excellence Awards… and the winners are |
| 11/05/2007 | Outsourced contact centre chooses Amcat to automate results-driven campaigns and boost productivity by 100% |
| 11/05/2007 | Genesys and RightNow deliver integrated solution for Customer Interaction Management, voice self service and multi-channel contact |
| 11/05/2007 | LogicaCMG partners with Visual Numerics to deliver unprecedented Customer Intelligence Management to telecoms operators |
| 11/05/2007 | VoxGen acquires Voice Partners |
| 11/05/2007 | Martin Dawes Systems upgrades Vodafone CRM System for UK business customers |
| 11/05/2007 | Garlands awarded Disability Symbol |
| 11/05/2007 | UK ISPs fail to offer basic level of customer service |
| 03/05/2007 | Left your IPod at home? UK Call centres can help entertain you |
| 03/05/2007 | South Oxfordshire District Council to deliver local election results by text |
| 03/05/2007 | Garlands University opens its doors |
| 03/05/2007 | Cape Town’s contact centre industry booms |
| 03/05/2007 | More than a third of UK companies are losing revenue by ignoring customer e-mails |
| 03/05/2007 | Never settle for the best if you can do something to improve the customer experience |
| 03/05/2007 | Global consumer study reveals that customer service remains crucial to profitability |
| 30/04/2007 | Humberside Police to optimise workforce operations and satisfaction |
| 30/04/2007 | Amcat’s Southern African expansion gathers pace in bid to win share of growing contact centre market |
| 30/04/2007 | Garlands creates 320 new jobs at its Tees Valley contact centres |
| 30/04/2007 | Shock for contact centre industry as public sector jumps ahead to seize top prize in the 2007 Innovation Awards |
| 30/04/2007 | Consolidated service desks: the spirit is willing, but the management body is weak |
| 30/04/2007 | HDI survey finds two-tier service desks the top choice for IT support industry |
| 19/04/2007 | And the CCMA Awards winners are… |
| 18/04/2007 | Could Britain’s business leaders learn leadership skills from The Queen? |
| 18/04/2007 | JJB Sports selects Amcat technology to manage inbound call handling |
| 18/04/2007 | UK call centre spearheads expansion with new look |
| 18/04/2007 | 180 graduates now hold the contact centre industry’s Planning Certificate |
| 18/04/2007 | But things are looking up in the US |
| 18/04/2007 | UK customers complain up to five times a year about poor customer service |
| 17/04/2007 | Ofcom poised to seek even greater fines as silent calls start to rise again |
| 13/04/2007 | 53 per cent of SMEs would like more bank holidays |
| 13/04/2007 | Samaritans win e-well being award |
| 13/04/2007 | The Contact Company lands sparkling new win |
| 13/04/2007 | gem bags £5m contract and creates 150 new jobs |
| 13/04/2007 | 2Touch and EDF Energy pick up motivation award for best staff loyalty programme |
| 13/04/2007 | Mike Healy joins Garlands as Head of Contact Centres |
| 13/04/2007 | Mobile phone providers shamed by service report |
| 13/04/2007 | Contact centre jobs are boom in 2006 |
| 29/03/2007 | Comet launches ‘Comet on Call’ service across the UK |
| 29/03/2007 | Call centre staff trained to deal with victims of crime |
| 29/03/2007 | Datapoint deal good news for Avaya |
| 29/03/2007 |