It’s a tough balancing act trying to balance Average Call Times with NetPromoter Scores.  Our editor Jonty Pearce visited the Conduit Call Centre who are actually increasing their talk times to improve their NetPromoter scores. (read more…)

An increasing amount of contact centre traffic is now being handled by email. But how can we get the best out of it?

We asked a number of email management providers for their top tips. (read more…)

We will be holding the first of our new webinar series on Thursday 25th February 2010 from 1.00 pm - 2.00 pm.

This month we will be looking at using speech analytics to tie agent performance improvement directly into strategic initiatives.

Last year’s webinar programme proved to be a great success with between 55 and 115 people joining us live on the day.

Click on this link to register. We hope that you will be able to join us. (read more…)

People want to use SMS even more in their daily lives, according to a recent survey of the UK market. (read more…)

The UK reseller of the Noble TouchStar product suite has announced its rebranding as Daviker Limited. (read more…)

A self-service password reset solution has been launched to enable Windows users to securely reset passwords, without helpdesk support. (read more…)

Last week’s UK Experience Summit, hosted by Genesys Telecommunications Laboratories drew a sell-out crowd of customers, prospects and suppliers who came to see how they can overcome revenue losses by dramatically improving customer service. (read more…)

Interactive Intelligence has announced results for its fourth quarter and full year ended Dec. 31, 2009. (read more…)

Moonlighting rarely sits comfortably with employers, but a Glasgow-based business is positively beaming about Nick Jack’s sideline activities. (read more…)