contact centre News

Premier Business Audio, a market leader in supplying Call Centre IVR Prompts and In-Queue Marketing are holding a free webinar to help Call Centres prepare their contact centre for adverse weather conditions.

Contact Centre management and specialist recruitment agency, Cactus Search, saw their website’s busiest ever day on Thursday 12th November, following the release of their 2012 Salary Survey.

The 2012 Salary Survey by the leading Call & Contact Centre Management recruitment agency, Cactus Search, has shown growth in the salaries of Management & Specialist staff in the sector to be above the national average.

A new report by the leading Call & Contact Centre Management & Specialist recruitment agency, Cactus Search, has shown salaries in the industry to be faring better than the national average.

The companies launch McDelivery call center in Saudi Arabia and honour top performing customer support representatives

Altitude Software Announces Availability of Free SIP Server Software Solution Feature Pack 11

Solutions with speech technologies’ application are being designed and developed in accordance with company’s work specificity, its needs and conditions of work. They differ in functions but all are aimed at customer’s higher work productivity.

A completely free of charge headset consultancy service will offer call centres and office based businesses across the UK and opportunity to review their headset setup and telecoms equipment, as well as a noise level assessment and UC headset review

Talent Match, the low-cost, low-risk recruitment solution for contact centres, has launched today.

Innovative affordable housing provider deploys scheduling software to manage rapidly growing call centre handling 22,500 calls every month

Smart Link named Best Large Outsourcing Service Provider, Best Recruitment Program and Best Market Pioneer in KSA Altitude Software user honoured with key distinctions at Middle East Call Centre 2011 Awards

Experience World-Class Customer Service Through Contact Centre Operational Excellence

The question of whether priority should be given to customer satisfaction or profitability is one of the most crucial considerations for any modern organisation.

Karl Reed, Chief Marketing & Solutions Officer at Elingo examines the details behind one of the buzzwords of the moment: the multimedia contact centre.

Elingo’s Karl Reed, Chief Marketing & Solutions Officer explains that system integration is key to dealing with the challenges posed by multichannel communication.

• More than one in four (27%) surveyed stated their contact centre is using Net Promoter Score (NPS) to measure agent performance • 30% of contact centres surveyed do not have a reliable method of measuring customer satisfaction

IPscape, Australia’s true cloud-based contact centre technology provider, has received an A$825,000 grant in the latest round of Commercialisation Australia funding to help IPscape become a global leader in the cloud contact centre market.

ProtoCall One sees revenues increase by 15% in 2010 compared to 2009, enabling the firm to invest in strengthening its management and technical teams and to extend its portfolio of services.

Leading Contact Centre management recruiters Cactus Search have just released their 2011 Salary Survey.

Charities can transform their Facebook presence and create a holistic experience within their own Facebook page.

Coming out of the GFC and with increased consumer demands for better services, more and more organizations are struggling to maintaing their customer experience, receiving more customer service complaints and security breaches than ever.

Louise Forgan joins ProtoCall One as sales consultant

Workforce Management Partner Enhances CyberTech’s Comprehensive Voice/Data Recording Solutions Suite

Continued sales growth makes CyberTech the voice recording company to watch in 2011

Aastra, a leading company at the forefront of the enterprise communication market, today announced it has launched version 7.5 of its CMG application suite to enhance businesses' daily communications and collaboration with partners and customers.

Frost & Sullivan's new analysis shows the effects of IP Migration on APAC Contact Center Market.

Pscape has been named in the Deloitte Technology Fast 500 Asia Pacific Ranking for 2010 with growth of 141 percent over three years.

[Updated] Frost & Sullivan's new analysis shows growth of Hosted Contact Center Services Industry

1001tech IPvox Sdn Bhd has announced today significant enhancements to its EzyTouch All-In-One Call / Contact Centre Solution application.

Keynote speaker: John Connolly, Head of Innovation at British Gas Premier Energy, European Contact Centre of the Year 2010, on how inspiring your agents to do a better job for the customer leads to great results

Altitude Software user in Saudi Arabia honoured with a “Customer Service Excellence” Award at Altitude MENA Forum 2010. National Water Company rolls out Altitude uCI for world-class customer service in the Kingdom

Columbus Direct has been awarded a Best Business Award for Best Customer Focus. As a client of Chase Response, this is positive recognition of the excellent customer management services which continue to be delivered to their customers.

Altitude MENA Forum 2010 brings together customers and partners for in-depth discussions and tutorials to energize the Customer Service industry in MENA.

ProtoCall One, the leading contact centre consultancy and systems integrator, saw its team shirt sponsorship with Birkdale School in Sheffield go global as the school’s under 17 rugby development team toured across New Zealand and the Cook Islands.

CyberTech cuts the time taken to search and review audio content in over 30 languages

60% of contact centre managers are not sure how to manage social media in their contact centre and need to understand more about how it pays for itself, according to a new survey from leading contact centre integrator and consultancy ProtoCall One.

New unlimited scalability recording platform can support upwards of 40,000 channels

Expert in value proposition messaging, specialist Life Sciences telemarketing agency, Voicentric, undertake multi-lingual telemarketing programs into global pharma, universities and biotech companies

One out of every six contact centres (16%) in the UK is now recruiting for agents to support multi-channel communications projects, according to new research from leading contact centre integrator and consultancy ProtoCall One.

ProtoCall One, a leading contact centre consultancy and systems integrator, has won a contract to support all contact centre technology infrastructure for PlusOne Services.

Geomant announces Contact Expert, Contact Center solution for Microsoft Office Communications Server, OCS. The first fully-featured contact centre software solution for the Microsoft Unified Communications Platform.

ProtoCall One, a leading contact centre consultancy and systems integrator, has announced the appointment of Mike Havard as advisor to the board.

Study results: How to handle non-English calls - Webinar “How to handle non-English calls: Managing costs and increasing efficiency”

Bharatbook added a new report on "Contact Centres - Market Assessment" which gives in-depth research and analysis on Contact Centres market.

Customer Consulting Ltd (CCL) has welcomed the findings of the ‘UK Contact Centre Decision-Makers’ Guide 2009’, a report which examines the performance, operations, technology and human resources aspects of UK contact centre operations.

ProtoCall One and Empirix have formed a partnership in the UK to deliver a unique testing and monitoring service for contact centres that use Genesys technology.

Ottawa, Ontario, December 10, 2009–prairieFyre Software, leader in contact center, call accounting, and customer relationship management solutions, today announced the appointment of Chris Courneya as Chief Executive Officer.

New CyberTech Release 5.4 enhances return on investment by allowing different companies or business units within an enterprise to securely and independently co-exist on a single recording system.

6 out of 10 people have switched companies because of poor customer service. Radical call centre experts believe these grim statistics have actually been created by the very measures that call centres put in place to improve their performance.

Open and easy-to-use architecture provides best-in-breed speech analytics