call in comment and analysis
Leader: Call a spyware a spyware
Leader Symantec has taken to the courts to be able to call web browser tools made by Hotbar.com adware. It's a bit like little Johnny queuing up to ask the teacher for permission to call little Jane naughty for... [09 Jun 2005]
"I'm sorry but the computer's a bit slow today" - call centre angst in the 21st century
Comment While the call centre boom may have peaked in Europe, by some estimates such operations will continue to employ one in 25 Europeans over the next five years, and new 'offshore' facilities in countries such as India are... [08 Apr 2003]
Call centre outsourcing: It's just not an issue
Comment While British companies debate the rights and wrongs of outsourcing their call centres and sweating over fears of offshore competition, it seems that one European country is quietly getting on with it without fear of... [11 Feb 2004]
Call centre horror: Why robots give lousy customer service...
Comment So the Changing Rooms team have been drafted in to tart up a Grimsby call centre, hanging mirrorball (for Fridays) at the ready. It's true call centres have an incredibly bad image. The TUC reckons 1.5... [29 May 2001]
Devil's Advocate: Call that automation?
Comment It took only about 15 minutes of paying exorbitant phone charges to listen to a tinny rendition of Vivaldi's "Four Seasons" followed by a few moments giving details to the call centre operator who eventually took the... [13 Jul 2004]
Leader: Call centre outsourcing - so predictable?
Leader If you work in a public sector call centre in the UK we have a message for you - watch out. After years of experience, it would seem call centres are worse than ever - in terms of the way they serve... [07 Nov 2003]
Leader: Call centre security lessons
Leader Cries of 'told you so' are likely to be ringing in the ears of the pro-offshore outsourcing lobby today with news that three Indian call centre workers allegedly stole $350,000 from the accounts of US Citibank customers. [11 Apr 2005]
Call centres lag behind on IP adoption
Comment Call centres would seem to be the ideal place for next-generation phone systems. One analyst believes call centres have been distracted by other grand projects. Typically technology in... [01 Feb 2005]
Napster lives, PCs reincarnated, call centres demystified
Comment Somewhere where applause is definitely not called for is in the call centre sector. It's certainly fair to say most call centre workers appear to have problems with their application. At last, somebody... [28 Nov 2002]
Blair's digital wake-up call
Comment With a second term in the offing, this report is a timely wake-up call. In a report launched today it says current electronic government initiatives are fundamentally flawed. Of course, being a lofty, academic tome... [15 Mar 2001]
Leader: Crossed lines on call centre debate
Leader The general level of call centre care in the UK has been poor since long before the spectre of offshoring came along and yet now in some quarters a criticism of UK call centres is seen as a... [21 Jun 2004]
Tell us about: Your best and worst call centre experiences...
Comment Call centres aren't just an obvious way of doing customer relationship management (CRM). One analysis we published this week showed technology is critical to call centre success. With that in mind, we'd... [09 Apr 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. Martin Hill-Wilson, strategy and marketing director for... [29 Oct 2003]
The Ovum View: The perfect call centre
Comment But before I can share some of my thoughts with you, I think it’s worth setting the scene as to where the UK call centre market is today. For those of you blessed with reliable memories, you may recall that I recently... [04 Nov 2003]
The Bloor Perspective: Cyber warfare, call centre futures and M&A today
Comment Mitial Research recently produced a report which contains some interesting, and at the same time pessimistic, forecasts about the future of the call centre industry in the UK. It is suggested a variety of factors will... [17 Feb 2003]
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