contact centre
RSS contact centreBT tops terrible customer service poll
News According to the survey, which was conducted by market research company OnePoll.com, the biggest customer service complaint is automated call systems which delay contact with a real person. Another significant bugbear is... [30 Jun 2009]
BT virtually moves to the cloud
News If you had certain applications - say a hosted CRM application - and that's supporting a contact centre, then you'd want to keep the delivery of that typically within your own enterprise and own network. [19 Jun 2009]
All Gain, No Pain: Noble Group Invests in Its Communication Future
White Paper Staying in contact is essential, with clients and Noble Group offices so, the telephone is a business tool of strategic importance. Communication is at the centre of Noble Group's business. Noble Group... [12 Jun 2009]
Cheat Sheet: Business intelligence
News Meanwhile, B&Q is using data mining to root out internal fraud and reduce stock loss and insurance group RSA is using BI to further help its contact centre staff improve customer service. 'Business... [08 Jun 2009]
David Tidey
CIO Profile This has seen Tidey expand the corporate contact centre, introduce CRM and encourage greater use of internet for customer interactions. David Tidey moved to the Royal Borough of Kensington and Chelsea in... [01 Jun 2009]
Microsoft Live Search successor debuts: Will we soon Bing it?
News The company is calling Bing a "decision engine" rather than a search engine, and is including various pre-configured search categories such as shopping, travel, healthcare and local, together with a fully integrated version of its... [29 May 2009]
Talisma Launches Next Generation Sales Force Automation Solution by Moneycontrol.com
White Paper This latest release is an integral part of Talisma's rapid growth and expansion in the CRM space, and comes on top of Talisma's existing CRM expertise in service, marketing, and contact centre solutions. [23 May 2009]
Business is the loser if you shun "experimental" web 2.0
News These communities help customers by resolving queries via this channel rather than calling the contact centre, thus leading to reduced costs for the company," Shukla explained. Web 2.0 can help companies... [30 Apr 2009]
Photos: Doctor, doctor - your receptionist looks like a touchscreen
Photo From early autumn patients at the London hospital will be greeted by the NCR MediKiosk, a touchscreen computer that allows patients to notify hospital staff they have arrived and update their contact details. [23 Apr 2009]
"We don't need custom services, we don't need anything fancy"
Comment The rollout of a converged IP network to the DWP's contact centres, benefits centres and Job Centre Plus means telephone calls can now be dynamically rerouted around the UK to regions where staff are... [06 Apr 2009]
Tesco buys into SaaSy CRM
News The system allows customer services staff to manage and log customer interactions via the phone, email and chat to help improve understanding around the reasons why people contact the business. Working with hosted CRM... [02 Apr 2009]
Symantec probes call centre data theft allegations
News Symantec has set up an e-mail address for customers to contact to get more information at global_purchase_query@symantec.com. Symantec said on Tuesday that it is looking into allegations that a call... [01 Apr 2009]
Wikia Search killed off in economic gloom
News His company has been trying to contact Microsoft about making Encarta data available under a free licence, he said, so some of it could be incorporated into Wikipedia. Reacting to this news, Wales said it's... [01 Apr 2009]
Police launch £1bn-worth of e-crime investigations
News Later this year Colp will launch the NFRC, a single phone contact centre and web portal that will handle all reports of online and other fraud. A tranche of specialist policing units, including the... [25 Mar 2009]
Taming the Contact Centre Dragon, One Seat at a Time
White Paper India and China currently represent over one third of the world's population. Traditionally, India has been perceived as an underdeveloped nation, yet all market projections indicate that its middle class, and its income, are set to... [23 Mar 2009]
