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Photos: Thirty years of technology on the buses
Photo When it opened 30 years ago, staff in London Buses' emergency control centre CentreComm relied on a radio and pen and paper to do their job. The nickname for the Band II system was "steam radio" - it allowed multiple... [26 May 2009]
Recession-hit retailers fight back with online charm offensive
News The company recently announced it will be trialling a "dedicated home shopping centre concept" in Yorkshire this summer. Here is the perennial call for greater reliability and effectiveness. Depressed UK... [20 May 2009]
Forget the netbook: The future of mobile is wearable
News When you wanted something you didn't have embedded in the device, like a phone number or even so much as theatre tickets, you were actually connected with a person in a call centre who went and made... [18 May 2009]
Photos: Doctor, doctor - your receptionist looks like a touchscreen
Photo The kiosks are part of the wider patient automated arrival system, which will also manage information on when clinicians are free to see patients, relaying messages to waiting room displays and broadcasting announcements to... [23 Apr 2009]
Skillsarena: Taking Advantage of Current Events to Promote Technology
White Paper Aspectus designed an issues-based campaign that targeted the call centre press, looking at issues surrounding customer service and the role recruitment played in countering the competition from cheaper... [16 Apr 2009]
Tesco buys into SaaSy CRM
News Working with hosted CRM software specialist RightNow, Tesco has rolled the technology out to a handful of its call centre staff in the tech support of its electronics division, Tesco Digital. Tesco has... [02 Apr 2009]
Symantec probes call centre data theft allegations
News Symantec said on Tuesday that it is looking into allegations that a call centre in India leaked credit card numbers of its customers to someone who then sold them to BBC News reporters in an undercover... [01 Apr 2009]
Outsourcing 2.0: What's the new India?
News The country is a good fit for offshore IT outsourcing, BPO and call centre deals because of its low costs, its ability to scale up its offerings and the 31,000 science, tech and engineering and 20,000... [31 Mar 2009]
Apple sets a date with developers
News The company will host about 5,000 engineers in San Francisco's Moscone West convention centre the week of 8 June through 12 June, it confirmed Thursday. A call to Apple representatives seeking more... [27 Mar 2009]
Cheat Sheet: Unified communications
Cheat Sheet Such a feature has an obvious use case in a call centre: an agent dealing with a customer query can immediately find the right person in the business to help while the customer is still on the line,... [16 Mar 2009]
Comic Relief laughing with cloud computing
News The charity is aiming to significantly beat its 2007 total this year and will have an extra 3,000 voluntary call centre operators on the night, bringing the total to 12,000. Comic Relief has turned to... [12 Mar 2009]
Technical Support Centre
White Paper The cell takes complete call management ownership for level 1 and 2 support. The client faced a challenge in providing prompt technical support to its customers on account of a rapid demand for their solutions. [04 Mar 2009]
Building society Principality overhauls IT
News The network is supported by a Cisco-based call routing system and new datacentre that together support communications to 70 branches and operational sites across Wales and a 1,200-seat call... [10 Feb 2009]
AXA to cut up to 350 staff in £500m outsourcing deal
News Call centre workers, processing staff and some IT workers are expected to be among those made redundant by the deal, which is projected to deliver net savings of £30m annually to AXA. A total of 350... [23 Jan 2009]
Untangling Reception Through Speech Recognition
White Paper They decided to implement a series of changes that would help them achieve their goals, which included the way they were handling calls into the business by direct dial numbers and through reception, call handling by the... [30 Dec 2008]
