| 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 | Poor customer service costs UK businesses £15.3 Billion per year |
| 17/09/2009 | CC EXPO PREVIEW Breaking down web to call centre barriers |
| 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 | Customer Interaction Management tools help digital switchover company provide high quality customer service via phone, email and web self-service channels |
| 13/08/2009 | Garlands launches integrated fulfilment service |
| 13/08/2009 | The Traditional Call Centre is Dead; Online Customer Service is King |
| 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 | New Sabio CallBack application provides cost-effective Virtual Queue capability for Avaya users |
| 24/06/2009 | Birmingham City FC on target for the Premier League with email marketing |
| 12/06/2009 | Virgin Games delivers five minute customer response with multimedia centre |
| 12/06/2009 | Social networking and the contact centre: customer service goes social |
| 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 | Survey reveals 81% of organisations believe incorporating the customer experience can increase value of a unified comms strategy |
| 30/04/2009 | Thames Water and Sabio to present best practice WFO case study at upcoming Professional Planning Forum conference |
| 16/04/2009 | Customer retention key benefit of IP centres |
| 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… |
| 20/02/2009 | … 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… |
| 23/01/2009 | Free Sabio event highlights techniques for managing contact centres during recession |
| 27/11/2008 | Virgin Games to streamline customer experience with multimedia contact centre… |
| 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 | Companies are struggling to attract and serve the ‘Millennial Generation’ |
| 11/09/2008 | Confused.com sets gold standard for email |
| 11/09/2008 | Organisations overlook business value of video and social networking sites, study finds |
| 29/08/2008 | Game Group signs contract with Numero to handle inbound email contact |
| 13/08/2008 | Virgin Games streamlines customer experience with multi-media contact centre |
| 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 |
| 26/06/2008 | Banking comes to internet TV services |
| 26/06/2008 | Online chat service encourages Sky Bet customers to talk |
| 20/06/2008 | Is poor customer service costing consumers their health? |
| 05/06/2008 | … while Facebook generation seek secure banking with Web 2.0 tools |
| 08/05/2008 | Hotels.com signs with Eptica Email Management to track world wide call centre operations |
| 01/05/2008 | The future of social networks is in business |
| 01/05/2008 | Most companies don’t know how to use customer feedback to improve their business, finds study |
| 17/04/2008 | Customer service faces cultural upheaval with coming of the ‘Silent Generation’ warns report |
| 28/03/2008 | Customer service departments buckling under strain of email |
| 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 | Vodafone to enhance customer experience across all customer-facing channels |
| 06/03/2008 | EDF Energy launches faster contract processing service using rostrvm |
| 21/02/2008 | Online banking audit reveals major opportunities for customer service improvement |
| 14/02/2008 | Banks must embrace web-based customer contact, says white paper |
| 14/02/2008 | Multichannel strategy drives customers away, says BT futurologist |
| 11/01/2008 | 'Customer Experience' is a priority for contact centres but businesses are unsure how to deliver it |
| 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 |
| 15/11/2007 | Amazon has a passion for always asking: ‘What’s best for the customer? |
| 11/11/2007 | Are you ready for the Christmas online shopping customer service deluge? |
| 27/09/2007 | Contact centre 'Empathy and Advocacy' standards are falling according to new European consumer research |
| 06/09/2007 | Working from home come to the UK |
| 17/08/2007 | Erskine Youth Football Club gets call centre sponsorship |
| 29/06/2007 | Leserskring improves customer service with new email management system |
| 31/05/2007 | How 2.0 Are You? |
| 24/05/2007 | 40% of ‘blogging’ employees could be at risk of dismissal |
| 24/05/2007 | Stream Energy adopts Genesys' strategic plan and solutions to transform and improve its customer service |
| 11/05/2007 | Genesys and RightNow deliver integrated solution for Customer Interaction Management, voice self service and multi-channel contact |
| 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 |
| 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 |
| 29/03/2007 | Comet launches ‘Comet on Call’ service across the UK |
| 15/03/2007 | Ecolab improves customer service with state-of-the-art contact centre from Redstone Converged Solutions |
| 08/03/2007 | Creative improve customer satisfaction with multi-channel, global contact centre |
| 22/02/2007 | Genesys unveils dynamic contact centre vision that will transform customer service |
| 15/02/2007 | Sabio and Avaya help The Student Loans Company improve contact centre productivity |
| 15/02/2007 | Cutting operating cots and driving customer retention are key priorities for UK contact centres in 2007… |
| 25/01/2007 | Business issues will be key drivers for contact centres in 2007 |
| 17/01/2007 | Sabio implements Witness Systems voice recording solution for Elsevier |
| 04/01/2007 | Industry failing to blend media and offer customer the communications they want |
| 12/12/2006 | Contact centre management needs to develop VoIP strategy ASAP, says Teasel |
| 24/11/2006 | “Prove It” campaign aims to help business leaders deliver a better customer experience |
| 04/08/2006 | Outsourcer servicing NHS and Passports comes over all IP |
| 11/07/2006 | PC World turns to Numero to enhance customer contact across all channels |
| 07/06/2006 | John Lewis Direct selects Talisma for improved online customer service |
| 07/06/2006 | Sabio offers guidelines to help organisations integrate customer emails into their contact centre operations |
| 07/06/2006 | Do as your customer do, says research in to customer service |
| 05/05/2006 | Researchers need YOUR help |
| 27/04/2006 | … and deploys predictive dialler into Conduit's virtual contact centre network |
| 30/03/2006 | Co-op Travel creates UK'S largest virtual contact centre |
| 30/03/2006 | IP could conquer the contact centre, but must be attuned to customer service |
| 23/03/2006 | The 2012 Olympics in London is set to cause call centre chaos in the UK |
| 19/02/2006 | UK consumers tell call centre companies 'fix the core issues before you |