Call Centre News

Call Centre News – a selection of news stories related to contact centres

Winners of the Call Centre Management Association’s Awards 2012

For 17 years the Call Centre Management Association has celebrated hundreds of examples of call centre excellence.

78% of service desks in the dark over call handling costs

New research has revealed that 78 per cent of IT service desks are in the dark about how much each call they are handling actually costs.

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6 lessons learnt at Customer Contact Planning 2012

Michael Gray attended the Customer Contact Planning 2012 conference last week in Blackpool.
He shares with us six lessons that he took away from the sessions.

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Contact centres – the future leaders’ training ground

Recruitment Consultancy Douglas Jackson share their thoughts on how the contact centre industry could be a career of choice.

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Top tips from the Call Centre and Customer Service Summit

Last week, Jonty attended the Call Centre and Customer Service Summit held at the Whittlebury Hall Hotel in Northamptonshire.

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NICE redefines customer service experience

NICE has introduced the NICE Mobile Reach (MR) solution, an offering for assisted customer service over smartphones and tablets, which could change how customers use smart mobile devices for interacting with companies.

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Argyll and Bute Council implements Netcall Solution

Netcall Telecom has successfully implemented the completion of the Microsoft Lync interoperability project at Argyll and Bute Council.

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Birmingham contact centre wins customer service award

A Birmingham customer contact centre that deals with over two million calls a year has been awarded a top industry award – for the second year running.

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Winners of the Customer Contact Innovation Awards 2012

Seven winners gained innovation awards for outstanding initiatives that put the customer at the heart of the solution to drive performance improvement. The overall winner was DRL, with individual awards taken by BT Retail, Direct Line Group, Motability Operations, nPower, Scottish Widows and Transform Sandwell.

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