contact centres virtual
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Avaya IP Solutions Help MYOB Streamline Its Network
White Paper By building on its Australian success and creating a streamlined virtual network of contact centres, MYOB's strategic plan for rapid international expansion was to leverage its communication infrastructure, maintain centralised licensing, and... [27 Apr 2007]
Hudson's Bay Company Keeps Customers at the Centre of Its Business With an Avaya Contact Centre Solution
White Paper As a solution the company implemented an Avaya Contact Centre Solution that enabled all three contact centres to work together as a single virtual contact centre, allowing the company to better serve customers. [24 Apr 2007]
The Weekly Round-Up: 13.04.07
Round-Up Some believe Second Life is on its way to becoming a key point of contact for customers, with some consultants imagining call centres could ask customers to follow up a phone call by moving the support call into virtual worlds. [13 Apr 2007]
Could Second Life kill off the call centre?
News In future, the consultants believe call centres could one day ask customers to follow up a phone call with them by moving the query into a virtual world. However, with a brave new world of new media customer services, call centres will need an... [10 Apr 2007]
Virtual Contact Centers and Outsourcer Management: Unlocking the Potential of Virtual Contact Centers
White Paper In a business world witnessing rapid globalization and consolidation, Virtual Contact Centres (VCCs) promise compelling financial savings and customer service benefits. However, achieving these aims is often difficult. [22 Mar 2007]
Virtual Contact Centers and Outsourcer Management: Unlocking the Potential of Virtual Contact Centers
White Paper In a business world witnessing rapid globalization and consolidation, Virtual Contact Centres (VCCs) promise compelling financial savings and customer service benefits. However, achieving these aims is often difficult. [22 Mar 2007]
Quocirca's Straight Talking: The work/life balancing act
Comment However, this is not simply the personal phone call or email to friends for a chat or a bit of casual surfing but increasingly the need to conduct personal or domestic activities online or using the mobile phone, as retailers and domestic service... [19 Jan 2006]
IP poised to storm the call centre
Comment Furthermore, as call centres become more dispersed and virtual, IP's impact will have an even greater effect on TDM. Over the course of the next five years, IP will continue to move upmarket until IP contact centres match the size and scope of... [16 Feb 2005]
Call centres lag behind on IP adoption
Comment The technology makes a lot of sense in a number of scenarios, in particular those where companies need to integrate a number of dispersed contact centres into a single 'virtual' operation. Yet sales of IP contact centres have been much lower than... [01 Feb 2005]
Siebel picks up call centre hosting firm for $5m
News Siebel has announced it will buy call centre hosting company Ineto Services for $5m, in a move it claims will allow small and medium-sized enterprises to deploy 'virtual' customer service centres at the fraction of the traditional cost. [20 Jan 2004]
Thus keeps it local with £12m HP call centre win
News Gillian Campbell, head of contact centres at Thus, said the Scottish telco has "good visibility across the call centre market.including offshoring" but that there is a "richness and day-to-day understanding within the UK". [19 Jan 2004]
Press '1' for the success of LloydsTSB IVR system
News According to Littlewood, the move towards automation is a response towards the sheer speed at which virtual banking took off - "phone banking has grown at such a rate we couldn't build call centres fast enough," he said - as well as a general... [25 Nov 2003]
How call centres caught the teleworking bug
Comment Virtual call centres emerged in the nineties with a promise to offer a better service for customers and more flexible working practices for staff. Virtual call centres even made national news when they were first introduced in the UK. [29 Oct 2003]
Got your number: And that number is £1.6m for 118 118
News The roll-out will create a 'virtual call centre' by linking the infrastructure already in place in the company's two 300-seater call centres in Plymouth and Cardiff. The company claims it is expecting to take more than 50,000 calls an hour at peak... [23 Sep 2003]
Subtle disconnect - call centres still failing us
News Interviews with 170 senior executives in charge of the facilities - broadly referred to now as contact centres given the integration of voice calls, the web and email - shows 70 per cent consider the state of multi-channel customer service 'poor... [03 Jul 2003]
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