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

Core Banking Solutions

Future of Retail Banking

Mauritius Financial Services

Doing Business In Africa - Botswana - Financial Services Sector

Leading Financial ISV shortens product release cycle by outsourcing testingThe client is a leader in the investment systems software market whose customers include some of the world's most prominent financial institutions.

Oracle Customer SpotlightFounded in 1957, Empresa Tejofran de Saneamento e Serviços Ltda. (Tejofran) is a pioneer in the service outsourcing industry. Today, it has eight business units: cleaning and multiservices, security, sanitation, railroads, energy, environment, services management, and highways.

Beyond transaction processing: is outsourcing right for the financial services industry?Outsourcing is an inevitable development in the industry, a simple function of the labor market and the way economics develops.

Managing reference data risk: A best practice approachIn the rush to achieve regulatory compliance and straight-through processing (STP), have firms failed to pay sufficient attention to the risks associated with poor data quality?

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