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News

06/11/2009	UK banks’ customer service teams struggling to deliver on marketing strategy, finds study
06/11/2009	The silent majority of loyal customers have valuable information about your performance that you need to know
06/11/2009	Less than one in 12 feel valued as customers, research reveals
17/09/2009	CC EXPO PREVIEW Sodexo Motivates at Call Centre Expo
17/09/2009	CC EXPO PREVIEW ASC to Introduce New QM Software incorporating Speech Analytics and eLearning
03/09/2009	Mazuma Comes Top of Mystery Shopping Exercise Measuring a Combination of Overall Quality of Customer Services
13/08/2009	Passionate about Performance - Customer Contact Planning 2010 launched this week
29/05/2009	Nissan singles out UK ‘Customer Experience’ as best in Europe
30/04/2009	CPP invest in coaching and rapid return consultancy to drive world class service and sales
17/04/2009	Service industry annual survey finds it takes the personal touch to deliver really great service
02/04/2009	North East training company ringing the changes for Vodafone and others
27/11/2008	New suite of topic-driven workshops launched for Contact Centre Managers to spread best practice and drive improvements
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
17/10/2008	Lack of line management buy-in is the major barrier to learning retention, survey finds
09/10/2008	Keep customers happy to survive tough times
26/09/2008	Scotland rugby coach swaps the changing room for RESPONSE contact centre
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
13/08/2008	Contact Centre Planning 2009, to be held on 27 – 28 April, will focus on delivering the Customer Journey
17/07/2008	Employers collaborate to address IT skills
03/07/2008	What is the cost of not developing your staff in tough economic times?
23/05/2008	Service desk work could be start of IT career path, find study
14/05/2008	Sensée launches call centre home working consultancy service
01/05/2008	e-skills UK invites input to new strategic plan
01/05/2008	Go Forward goes national
01/05/2008	Garlands' volunteers go back to school…
01/05/2008	Planning makes the difference for 2008 award winners
10/04/2008	Transcom’s Oscars
03/04/2008	Survey results reveal that 28% of employees had asked for training but find that it never happens
28/03/2008	Corporate knowledge experts playing an increasingly important customer service role
28/02/2008	Trinity Mirror introduces Atlantic Link Rapid E-learning tools
21/02/2008	Co-operative Bank ‘Top Dog’ on the High Street – according to Watchdog viewers
08/02/2008	Student Loans Company pioneers ‘phone rage’ training
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…
11/01/2008	… and introduces new interactive board game to help recruits understand the route to success
22/11/2007	VIRTUATel launches Free Call Centre Benchmark Service
22/11/2007	eGain offers free customer service benchmark assessment for contact centres
10/09/2007	Agent churn and IT training and support costing UK contact centres dear
04/09/2007	Amcat introduces free pocket guide for contact centre professionals
03/08/2007	Ten award-winning contact centres open doors to Planning and Analysis specialists this summer
12/07/2007	Barclays wins City & Guilds Employer of the Year award for its call centre
21/06/2007	Famous five come together to launch the first ever Contact Centre Diploma
31/05/2007	Call centres invest in neuro-linguistic programming for customer facing staff
03/05/2007	Garlands University opens its doors
18/04/2007	180 graduates now hold the contact centre industry’s Planning Certificate
29/03/2007	Call centre staff trained to deal with victims of crime
15/03/2007	Only 1 in 3 call centres are planning effectively for skill-based routing
26/02/2007	Remploy return to work service launched
08/02/2007	Arnold Schwarzenegger helps train University staff
11/01/2007	Norway’s largest medical emergency centre boosts training
24/11/2006	Foreign language skills key to improving career prospects, survey reveals
26/10/2006	UK agents get nationally recognised certificates
27/09/2006	UK businesses refuse to offer language learning despite EU enlargement
01/09/2006	Smart employers can win war on talent
24/08/2006	Hypnotherapist reveals top ten tips to beat corporate stress
24/08/2006	Agent satisfation key to customer loyalty
12/07/2006	BPP launches ‘Ready for Work’ courses to bridge the growing graduate-employer gap
18/05/2006	Free CDs for improving agent performance
11/05/2006	UK businesses wasting £75m on ineffective executive development programmes
11/05/2006	On site assessor guides 37 candidates through the Training Call
11/05/2006	CBI back smarter working campaign
07/04/2006	Surgeries lead to workplace harmony
06/04/2006	Research identifies top reasons for using employee motivation schemes
30/03/2006	Merchants scoops Outstanding Achievement Award in the Irish Institute of Training and Development/FÁS National Training Awards
23/03/2006	68 per cent of managers have received no financial training
03/03/2006	Enter the 2006 National Training Awards
23/02/2006	Genesys to host Voice Roadshow for contact centres
23/02/2006	The top ten guide to cutting down time spent in meetings