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• Call centres 'can cut costs' through flexible working
  Allowing employees to work flexibly may be one way firms can seek to reduce financial overheads and improve customer service.
• Fear 'preventing' small business VoIP use
  Some businesses fear switching to voice-over internet protocol (VoIP) technology because they do not fully understand how it works, according to Technology Means Business.
• Business intelligence 'can improve customer service'
  A high level of business intelligence could help businesses to predict the consequences of its real-time decisions, according to a management expert.
• Call centre strikes averted in Scotland
  The fear of strikes at call centres across Scotland has been averted after the union is considering a provisional pay offer.
• VoIP 'can save money in the long run'
  Voice-over-Internet Protocol (VoIP) can be cheaper for businesses than using a fixed telephone line, according to a communications expert.
• Computers 'can be dangerously harmed by pop-ups'
  A new breed of internet pop-ups can be a serious threat to a computer, according to a security expert.
• Staff attrition at Dublin call centre blamed on motorway scheme
  The new barrier-free tolling system on the M50 motorway in Dublin has been blamed for high levels of staff attrition at a local call centre.
• 67% of UK customers 'satisfied with call centres'
  Some 67 per cent of UK customers are satisfied by their experience of dealing with call centres.
• UK call centres 'suffering from contradictory pressures'
  Call centres in the UK are suffering from a salary freeze and high absence rates, according to a new study.
• Travel industry 'not providing consistent customer experience'
  The travel industry does not provide an acceptable call centre experience, according to a new study.
• Bluetooth devices 'work very well'
  The developments in Bluetooth-enabled mobile devices could help drive a working office or call centre environment, according to experts.
• Barclaycard call centres receive maximum fine
  Communications regulator Ofcom has fined Barclaycard the maximum amount possible for breaching rules relating to silent and abandoned calls.
• Blackpool call centre 'to review IT systems' for service improvements
  Technology systems may be overhauled at a Blackpool contact centre, following complaints from customers unable to connect with a communications agent.
• Call-centres the UK number one pet hate
  A new survey has found that call-centre hold-ups are the most hated experience for people in the UK.
• Barclaycard fined for 'serious and persistent silent calling'
  Barclaycard has been fined by industry regulator Ofcom over what has been described as the "most serious and persistent" case of silent calls ever seen.
• Contact centres 'receive up to 420 million complaints'
  Up to 4.3 per cent of calls received by contact centres are complaints, a new study has indicated.
• Ofcom plans for superfast broadband
  Proposals to encourage further investment and competition in the provision of broadband connections to UK homes and businesses, including call centres, have been made by Ofcom.
• Voice-to-text technology 'improves agent efficiency'
  SpinVox CallMail, a voice-to-text service, can be used by call centres to manage high or unpredictable call volumes.
• Being kept on hold 'most likely to make people angry'
  A new poll charting situations which make people angry has issued something of a warning to the call centre industry.
• Call centres 'can save money' by going green
  Embracing new environmental policies may be one way call centres can make savings, helping to free up much needed income for infrastructure investment and business growth.
• Customers 'responsive to outbound communications'
  Consumers are much more likely to respond to an outbound call than a text message, new research has indicated.
• Non-financial gifts 'can help tackle staff attrition'
  Firms can improve productivity and reduce staff attrition levels by rewarding employees for their hard work and dedication, one online retailer has suggested.
• Unified communications 'increases productivity'
  Call centres should view unified communications (UC) as a method of increasing productivity and cutting costs, says telecoms, IT and digital media adviser Analysys Mason.
• Credit crunch 'no excuse to abandon service levels'
  With the impacts of the credit crunch beginning to bite in the call and contact centre industry, firms have been warned not to neglect the customer experience solely in favour of economic considerations.
• 'Payment options' may affect customer satisfaction
  Older customers may be "hesitant" in adopting contactless payment methods, call centre operations managers may wish to consider.
• Voice recognition 'does not alienate call centre customers'
  Voice self-service is increasingly popular among US and UK consumers, with many people welcoming outbound call centre communications based upon voice recognition technology, a new study has suggested.
• CRM software 'can grow consumer base'
  Call centres wishing to attract and retain new customers may wish to consider the potential benefits of customer relationship management (CRM) software.
• Call centres 'leading industry' on green practices
  The telecommunications sector has been singled out for praise over its consideration of corporate social responsibilities though the use of technology.
• Speech analytics market 'shows incredible growth'
  A new report has revealed the contact centre speech analytics market grew by 106 per cent during 2007; perhaps further evidence of firms investing in technology to improve service levels.
• Energy consumers in 'postcode lottery'
  The cost of energy could become an influential factor in deciding the location of a call or contact centre, after it was revealed that the UK is suffering from a gas and electricity postcode lottery.
• Contact centre technology 'raises NEC service levels'
  UK entertainment giant The NEC Group has deployed new internet protocol (IP) telephony and contact centre solutions in Birmingham – helping to raise customer satisfaction, reduce costs and improve sales.
• UK-wide broadband network 'would be a leap forward'
  A nationwide fibre-to-home network could have benefits for the entire UK population, not merely call centres, according to one communications specialist.