There has never been a better time to train our call centre staff.

We asked for training tips and have been amazed by the response.  Here are the 44 great tips we were sent… (read more…)

Voice recordings can provide a great way of helping to train call centre staff.

We asked our experts about how to do it. (read more…)

The voting process is now open for you to tell us what you think is the best call centre technology on the market right now.

To help you make a decision, we have provided a brief outline of each product nominated… (read more…)

Dr Paul Furey, an emotion and behaviour at work specialist, has found a way for call centre operators to dramatically reduce their recruitment and training costs by sifting out candidates who are unlikely to be able to respond appropriately to customer emotions. (read more…)

A recent poll that investigated which communication channels British consumers prefer, and those that contact centres offer, has revealed demographic preferences for contact methods. (read more…)

With outsourcing becoming a sensible option for many businesses, UK call centres need to recruit accordingly.

Read on to find out more… (read more…)

A pioneering call centre business that aims to create approximately 10,000 jobs for the unemployed was officially launched in Croydon last week. (read more…)

BCA has made a significant investment in its customer call centre to handle increased marketing activity and deal with customer queries more efficiently.  (read more…)

A recent consumer survey measuring the impact of poor customer service on UK businesses has revealed that utility and financial services companies are among some of the worst offenders. (read more…)

Young people have been getting to know about good business from one of the city’s biggest customer service centres. (read more…)

As we approach the end of the year, there still continues to be a lot of positive news.

This month, we share a number of new appointments, news of company expansions and of course, not forgetting to recognise the industry’s award winners… (read more…)