call centre
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The Weekly Round-Up: 23.10.09
Round-Up The Round-Up can only assume a survey of call centre agents is a huge challenge. According to the study, whether we end up swearing at call centre agents or simply... [23 Oct 2009]
Beyond CRM: How to improve customer interactions
Comment Customers, faced with a dizzying array of products and services, expect customised offerings and personalisation from their suppliers across all channels whether email, websites, SMS, social networks, traditional mail or... [25 Sep 2009]
The Weekly Round-Up: 11.09.09
Round-Up Our brave consultant has to learn the ways of the call centre by working with the operatives, sales manager or the IT director. The gamer plays a business consultant tasked with turning around the... [11 Sep 2009]
Turning customer interaction into profitable relationships
White Paper Effective customer communications boost customer loyalty, ensure brand and regulatory compliance, reduce environmental impact and help control a range of costs - through IT maintenance, printing, call... [09 Sep 2009]
Photos: Game over for boring business training
Photo The core game sees the player attempt to run a call centre. Players then have to tell the virtual execs how they would run the company, answering questions on issues such as the ratio of high-cost to... [08 Sep 2009]
Microsoft after Gates, Google Chrome, ID cards, printer woes and more
News BT was also making the headlines last month on two fronts: revealing the next lot of towns and cities to get fibre broadband and announcing it's cutting its call centre workforce in India by 4,000 and... [03 Aug 2009]
Offshoring is bad for IT skills, say UK tech chiefs
News We are sacrificing quality to cut costs and alienating internal and external customers who struggle to communicate with poorly trained foreign call centre workers. Those call centres and... [28 Jul 2009]
SpinVox: Are you listening?
Comment Does it mean the majority of messages are not heard and transcribed by any call centre staff, or just not by call centre staff in South Africa and the Philippines? The... [27 Jul 2009]
Cheat Sheet: The Police Central e-crime Unit
Cheat Sheet The PCeU will share information on e-crime with the NFRC and help the centre collate and pass on reports to the different local forces in England and Wales for further investigation. From the end of this year, that sort... [20 Jul 2009]
4,000 Indian jobs go as BT brings call centre work back to UK
News BT is cutting its call centre workforce in India by 4,000 and bringing some of the work back to the UK, the telco confirmed today. The cuts all fall within BT Retail and only involve third-party... [16 Jul 2009]
Flash of Silverlight to put Microsoft hot on Adobe's heels?
News Microsoft announced a couple of new customers for Silverlight on Friday including MGM which is using it to produce the SGU: Stargate Universe site, and Continental Airlines, which is remaking its reservation... [13 Jul 2009]
Voice, video, data: £1bn gov't telecoms contract up for grabs
News The systems under the framework will handle voice, video and data and include telecoms equipment and network infrastructure, call centre systems, unified communications, fixed to mobile communications,... [10 Jul 2009]
BT tops terrible customer service poll
News Another significant bugbear is customers having to repeat themselves as they are being passed around several call centre staff. Other complaints include offshore call... [30 Jun 2009]
The Weekly Round-Up: 26.06.09
Round-Up A self-aware mobile that refuses to call your ex once you've had more than four pints, and remembers to call your mum on her birthday? You can also find out more on the Centre's project... [26 Jun 2009]
ProCurve Partners With Total Call in North African Call Centre Expansion Project
White Paper Established in 1999, California-based Total Call International, Inc.is a major provider of global communications services. To cater for their business growth Total Call installed ProCurve 5308xl switches... [12 Jun 2009]
