News

Teleperformance acquires beCogent

Jeff Smith at the Teleperformance contact centre Teleperformance has announced the acquisition of 100% of the equity of UK-based beCogent. (more…)

Movers and Shakers – August 2010

Hand Glider This month we share with you the launch of a new contact centre recruitment consultancy, appointments at Azzurri, Datapoint & VocaLink, new headquarters for Merced Systems and news of a 30 year celebration… (more…)

Basildon District Council improves service desk response times by almost 20 per cent

Basildon Sign Basildon District Council has improved its service desk response times by 17 per cent and achieved a service rating of ‘excellent’ by 79 per cent of its customers. (more…)

NewVoiceMedia helps protect Royal College of Nursing call centre

The Royal College of Nursing (RCN) has implemented NewVoiceMedia’s cloud-based telephony solution ContactWorld, to ensure that its members can always speak with an expert consultant regardless of any problems that the call centre encounters. (more…)

Take part in the Professional Planning Forum’s Back Office Optimisation Survey

Verint have teamed up with the Professional Planning Forum to invite you to take part in the Professional Planning Forum’s Back-Office Optimisation survey. (more…)

Genesys unveils new social media tools for customer service

Alcatel-Lucent has unveiled the Genesys Social Media Strategy that urges companies to aggressively bring social media practices to the next level by using business tools to tie social media community interactions with customer service and marketing organisations. (more…)

Glasgow contact centre supports kids’ summer camp

Glasgow-based customer contact management centre RESPONSE has recently renewed its sponsorship with the Warriors and has taken the opportunity to send 13 Glasgow East RFC kids to the Warriors’ Summer Camp. (more…)

Ten costly misconceptions about incentive programmes

A golden egg among a box of normal eggs Most contact centres can achieve an even greater improvement in KPIs by avoiding some common incentive programme pitfalls. Robert Cowen of Snowfly shares his guidance to offset the most common misconceptions…. (more…)

Which deploys WFO solution

Which has teamed up with Sabio to detail how it is deploying an effective Workforce Optimisation (WFO) strategy to drive cost savings and secure ongoing projected revenue growth. (more…)

Witney call centre celebrates 10,000 calls

The team at the Troy Apprenticeship

The Troy Apprenticeship team celebrated taking 10,000 inbound calls to its Witney-based call centre since launching in January 2010 ; proving that teenagers do want to work and are actively seeking opportunities. (more…)