It’s very easy to get confused by all the different routing techniques and approaches currently available. (read more…)

Question:  I am a call centre customer and the world’s worst phone rager.   Most of the time my anger is justified but I just don’t know how to stay calm on the phone.  Whilst you advise call centre operators how to deal with “difficult people” like myself - (away from the phone I am described as very laid back)  I would like advice from my perspective. Do you have any ideas please ? (read more…)

Research reveals that, while organisations agree that the quality of the customer experience they deliver has a direct impact on customer loyalty, advocacy and spend, most do a poor job of measuring and managing it. (read more…)

GN has deployed more than 150 wireless headsets in the new Force Communications Centre at Hertfordshire police’s headquarters in Welwyn Garden City.  (read more…)

The Qantas Group said today it would cut 1,500 jobs worldwide in response to the sustained high oil prices and changing economic conditions. (read more…)

Cable&Wireless has extended an existing contract with BSkyB to continue to carry all inbound customer calls across its network into BSkyB’s call centres in the UK. (read more…)

Ever Ready Mortar, which supplies ready to use mortar to the building trade, has installed the rostrvm blended call centre solution to support its outbound sales and inbound customer service operation and help the company to meet its ambitious growth plans. (read more…)

Four months after its “Outrageous Interactions” contest launch, Interactive Intelligence continues to receive hilarious and wild stories from contact center agents, all vying for a trip for two to Hawaii. (read more…)

Telephonetics VIP has integrated its Contact Centre telephony with the Enterprise Case Management solution from Lagan, the government software supplier. (read more…)

We are actively looking for contributions and answers to the following questions:

Question: How do employees know that their calls are being monitored?
Question: Which are the largest call centres in the UK?
Question: Should we outsource calls?
Question: Improving training
Question: Multilingual call centres
Question: IVR abandon rate
Question: Call recording compliance issues
Question: Listening in on calls
Question: Legal implications of call recording
Question: Monitoring outbound calls 

(read more…)