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News But what we've added to that is a prioritisation process where calls into our call centre from businesses are prioritised over others. Mike Fairman, head of O2 broadband, told silicon.com: "As with our consumer products, all of our customer service...
[01 May 2008]
Photo All calls are directed to the EMRI call centre, which employs 4,382 workers directing some 600 ambulances in response to 1.6 million emergencies each year. The average call centre worker earns $200 per month, compared to $125 per month for the...
[01 May 2008]
Photo The centre works on telecommunications, e-governance, biological sciences, ports and shipping. AppLabs, Keane, Microsoft and Oracle Corporation operate offshore development facilities or call centres in this four-quadrant, 10-story building, which...
[28 Apr 2008]
News Care was needed in implementing these changes at its call centre as IT has the potential to have a very noticeable impact on productivity in that environment. That doesn't mean ringing up some guy who's a manager in the call centre and saying 'we...
[25 Apr 2008]
whitepaper Help Desk or Call Centre supported by technical support? A detailed analysis is required of the traffic profiles, call types, business impacts, staff skills and shift arrangements to answer the question.
[12 Apr 2008]
whitepaper From the call centre Managers perspective then these frustrations are shared. It is popular in the press to portray call centres as poor - callers get frustrated when they cannot get through, or when they are met with an automated menu of...
[11 Apr 2008]
Case Study The AMPower Service app from Antenna allows Pitney Bowes engineers to have real-time visibility of corporate systems via their PDA and to make updates from the field, rather than relaying the info to a call centre operative - the previous method...
[08 Apr 2008]
Photo The prototype was developed by engineers from VTT at the Technical Research Centre of Finland as part of a SmartTouch EU-project. A phone call to that individual could then be initiated by tapping the photo frame containing their picture.
[04 Apr 2008]
whitepaper When a Telkomsel customer dials '111' their account information and details are immediately sent through to an idle agent based at their nearest call centre. Telkomsel is the leading operator of cellular telecommunications services in Indonesia by...
[04 Apr 2008]
Round-Up Will there be no call for a pen and paper anymore? Thanks to the HMRC debacle and the ID cards U-turn, the pressing issues surrounding privacy and personal data have made their way to the centre of the political boxing ring.
[28 Mar 2008]
Comment Those call centre and IT jobs originated in the UK! Reader Comments of the Week showcases how our users are responding to the latest tech news and views on the site.e-cops Businesses may be forced to pay for e-crime police
[20 Mar 2008]
News Matt Brotherton, project manager at the Applied Technology Centre in BT's chief technology office, told silicon.com: "What we wanted to do after [Area 21] was launch elements of that as a trial service just to understand what the demand for...
[20 Mar 2008]
News UK businesses call for police cyber crime unit The centre would provide leadership and expertise to co-ordinate investigations nationwide and collate reports from forces across the country, as well as offering a central point of contact for...
[12 Mar 2008]
News Call centre managers say better information and staff training are the best ways to improve customer service but more than half said they had no plans for online self-service portals despite customer demand.
[07 Mar 2008]
News It can also be easily scaled up which will be a benefit when Swinton opens its new 150 agent call centre in the next few months. The technology used includes the Alcatel-Lucent OmniPCX Enterprise platform along with its OmniTouch call centre...
[21 Feb 2008]
News I think the challenge is moving from that perimeter-based security to what we call information-centred security, it's really about protecting the information correctly. It's very difficult to distinguish what sensitive data is inside the data...
[15 Feb 2008]
whitepaper The deployment of Nortel's Communication Server 1000, Media Gateway, Contact Center, CallPilot and Ethernet Switch 460-24T-PWR to the existing Nortel Call Centre solution enabled migration to IP and provided a 'Virtual' call centre environment.
[10 Jan 2008]
whitepaper The Seoul and Daejeon call centre operations were expanded into a combined 1,200-agent facility based on Nortel's Contact Center Manager and the Nortel Communication Server 1000 (CS 1000) with IP capabilities.
[10 Jan 2008]
whitepaper The company deployed Nortel's customer contact solution that not only manages a complex and high-volume call centre operation, but also drives the company's development of profitable, long term customer relationships.
[10 Jan 2008]
whitepaper Five million people call Guy's and St Thomas' every year. To meet the Trust's need for high-performance, cost-effective communications, Nortel devised an award-winning integrated communications solution, combining IP telephony with contact centre...
[10 Jan 2008]
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