Cicero Broadens Support of Web Services and SOA

They've introduced new web services wizard to its application integration and productivity platform.

Cicero Introduces Desktop and Best Practice Productivity Packs

New productivity packs expand desktop functionality for contact center agents and other knowledge workers.

Report: Investor Interest in Outsourcing Thrives

Baird predicts further consolidation in $58 billion global outsourced customer care industry. Record number of M&A transactions and deal volume in 2006 paves the way for continued activity; interest comes from both private equity and strategic bu

Sprint Fires Its Customers

The wireless carrier terminates 1,000 contracts with customers who complain too much

Call Center World News Briefs

Call center news briefs for the week of July 2-9, 2007

DMG Publishes QM-Recording Market Share Analysis

Research reveals 106% increase in overall quality management-liability market growth, from $1,025 million in 2005 to $2,112.9 million in 2006.

KANA and IBM Research Online Practices

Study shows untapped potential for US financial services' Web sites to better serve clients.

DMG Publishes Surveying and Analytics Report

Study describes how surveying solutions can empower organizations by providing actionable information to respond to issues that are impacting customers.

Genesys Releases Customer Satisfaction Surveys

Research finds that 75% of consumers would do business with a company based on a great call centre experience.

Talisma Announces CIM 8.0

Customer interaction management provider releases the next edition of its on-demand and on-premise suite.

Top tips for internet chat in the call centre

Once a bit of a gimmick, internet chat is really starting to take hold in the call centre – particularly with the younger generation.  We asked a number of experts for their top tips on dealing with chat. There are two distinct types of web c

Eptica host free webinar

Join Eptica on Thursday 9th September at 1pm for their free webinar about reducing inbound contact during peak periods. Free webinar: Strategies for Reducing Inbound Contact during Peak Periods Eptica is hosting a free webinar to share how high stre

Specialist technology helps Richmond Council deliver service excellence

The London Borough of Richmond-upon-Thames has scooped the top prize of ‘Contact Centre of the Year’ at the 2010 Good Communication Awards. Richmond won the award for its Customer Excellence programme focused on centralised service operat

Have a pink Friday this October and raise money for Breast Cancer Care

October is Breast Cancer Awareness Month and the Breast Cancer Care Charity are encouraging as many people as possible to unleash their inner pink to raise vital funds for the 40,000 people diagnosed with breast cancer each year in the UK. The chari

Contact Centre Team Leader backs Government Campaign

John Lovat from Stoke-on-Trent feared he would never get the chance to pursue a career after leaving school at 16 and drifting into a succession of casual jobs without prospects. However, things took a major turn for the better when he met his partne

New partnership to drive sales potential for contact centres

Aurix has partnered with Co-ordinated Systems Inc. to integrate call monitoring and speech search technologies for the contact centre industry. The integrated solution will offer CSI customers the ability to enhance their quality monitoring process

Outsourcer launches Peugeot Customer Contact Centre

The Listening Company has joined forces with Peugeot to establish a customer contact centre at its Tonbridge site. The centre will act as the first point of contact for existing and prospective Peugeot customers and manages a range of services includ

ASC to Exhibit Software Solutions at the CSA & DBSG Annual Conference 2010

ASC will demonstrate its new quality management software on Stand 18 at the CSA & DBSG Annual Conference at the Hilton Metropole, Birmingham on 8th-9th September. The CSA & DBSG Annual Conference is an important conference for everyone invo

Family fun day raises more funds for armed forces

Staff at Spark Response have now raised £3,800 for the Soldiers, Sailors, Airmen and Families Association (SSAFA), through a series of events including a family fun day. The Gateshead-based contact centre and fulfilment specialist has been raising

Convergys Customer Care

Call Center Agent Training Videos

Call Center Training

Philippines Call Center Industry

Differentiation through Service excellenceThe importance of achieving service excellence is growing. Products are increasingly becoming commodities, and Ceos are recognizing that first-rate service is crucial to enhancing customer satisfaction.

Continuous customer dialoguesEnterprising companies around the world are increasingly developing and implementing customer-centric growth strategies, based on deepening relationships with their customers to emphasize long-term satisfaction

Reduce Costs and Increase Performance: The SaaS Advantage for Contact CentersThe pursuit of excellence is the driving force for every contact center, regardless of size. When customers receive excellent service, customer satisfaction and loyalty improve and contact centers are successful.

CRM Without Compromise: A Strategy for Profitable GrowthInvestments in customer relationship management (CRM) applications have produced broad spectrum of results. Some companies report amazing outcomes, such as dramatic increases in revenue and boosts in customer satisfaction along with significant savings operating costs.

Customer Service Team Leader / Team Leader – Home Ownership / Housing Association

Leading and motivating a team, you will aim to achieve a first class service for all customers and the delivery of core processes including; rent and service charge collection, right to acquire, right to buy, assignments and leasehold...

Inbound Telesales / Customer Retentions Advisors

In this role, you’ll work to maximise sales opportunities through creating sales script and building rapport with your customers. You’ll aim to up-sell without coming across as pushy and as such will be involved the important job of...

Customer Relationship Manager

Reporting to the UK Market Director, you will have responsibility for setting the strategic direction for the Customer Relationship Centre in line with company objectives, ensuring Nespresso provides an exceptional customer experience to an...

Graduate Sales Opportunity / Trainee Sales / Customer Service

They currently have new and exciting opportunities for tenacious Sales Apprentices to join their training programme, where they develop the Sales Representatives of tomorrow, today, ideally suited to graduates leaving university....

Telesales Executive / Outbound Sales & Customer Service (Digital)

Their ideal candidate will be a tenacious and proactive team player with significant B2B / B2C sales experience ideally gained within a publishing sales or digital media environment. A self-starter, able to work on your own initiative and to set..

Customer Experience Manager / Customer Service Manager

Last year, they introduced a Customer Experience team who are dedicated to effectively managing customer complaints. They used analysis tools to help them avoid making the same mistake twice and introduced a post-complaint feedback survey. Their...

Customer Service Advisor – 6 month fixed term contract

The post holder will provide assistance to the general and supported housing teams, including two hostels. The support required can include a number of duties associated with housing and you really will be fundamental in the lives of their...

Outbound Customer Account Executive

Salary: £18,000 pa basic + Commission. OTE c.£23,000+ pa
Job Type: Permanent
Industry: Telecoms
Location: Based at our Head Office branch, Northenden, South Manchester.

The Company
Titan...

Management Trainee

The Company
Unicom is part of Universal Utilities PLC and is the fastest growing telecom company in the UK specialising in communications supply to small businesses. We are looking for graduates with good commercial potential and a desire...

Credit Controller

Salary: £13k - £14k + bonus + 2 pay reviews per year.

Job Type: Permanent, Monday to Friday, 9am - 6pm.

Location: Based at our Head Office branch, Northenden, South Manchester.

The Role:...