worldwide travel insurance tonbridge

Industry News
The knowledge hub for news, downloads and resources.

• Tenth annual call centre event to be held
  This September marks the tenth anniversary of Europe's largest contact centre event, Call Centre Expo.
• Fuel costs could hit call centres
  Many small businesses in the UK, potentially including call centres, are facing an "unstable situation" because of high world oil prices and high fuel duty, the Forum of Private Business (FPB) has claimed.
• Contact centre training scheme 'a success'
  A training scheme designed to attract new staff members to the contact centre industry has been hailed a success by a government minister, according to reports.
• Experts: VoIP has reached "tipping point"
  Issues surrounding VoIP no longer relate to whether to install the technology, instead how to use it most effectively, according to a pair of convergence specialists.
• Market research benefits available to call centres
  Call centre mangers investing in market research need not spend large amounts of money doing so, according to claims by the Market Research Society (MRS).
• Asia Pacific growth 'driven by' service level developments
  Customer service levels are a prime consideration as the call centre industry in the Asia Pacific region is continues to grow, it has been claimed.
• Service level expectations 'higher than ever'
  Customers desire higher-than-ever service levels despite the current economic slowdown, it has been claimed.
• CCA: Great career opportunities in call centres
  The call centre industry offers "a wealth of career opportunities", according to the association responsible for encouraging high standards.
• Call centres warned to embrace technology
  Call centres and other businesses have been warned by a new report to prepare for the technologically-aware customer of 2013.
• IMRG: Marketing can boost service levels
  Savvier marketing techniques are driving service levels and the continued growth of retail brands, it has been claimed.
• CRM can provide a "competitive edge"
  Growing businesses have been advised by an expert to keep a lookout for the point when they are ready to adopt customer relationship management.
• Call centre plans given go-ahead
  Plans for a call centre extension have been approved despite concerns about noise from nearby residents.
• Plymouth call centre jobs cut
  A Plymouth call centre will shut down later this year leading to the loss of more than 100 jobs, it has been revealed.
• Travel firm favours VoIP system
  A travel firm in Australia has ditched its old land line telephone system in favour of new Voice over Internet Protocol (VoIP) technology.
• Anger over call centre relocation
  Trade union Unite has reacted angrily to the news that the Hibernian Group is implementing a three-year restructuring programme that will see part of its operations relocated to India.
• British Gas moves its call centre
  British Gas is set to relocate its call centre operations to a new office in Cardiff, according to a local newspaper.
• Businesses 'afraid to change telecoms provider'
  Many companies are reluctant to switch to voice over internet protocol (VoIP) services because they are not familiar with the technology, according to one expert.
• Barclays creates new jobs at contact centre
  Barclays Bank has announced that it is to create 85 new jobs at its contact centre in Sunderland.
• UK firm aims to improve customer service
  Business credit information firm Creditsafe is to employ online and chat software to improve customer service levels.
• New call centre unveiled in South Shields
  A £1.5 million call centre project has just been completed in South Shields.
• Contact centre outsourcing to rocket 'to highest level'
  Outsourcing to offshore contact centres is set to increase to its highest-ever level, it has been claimed.
• Call centre teams 'aided by new technology'
  A new set of 'social CRM' services from Oracle will help call centre sales teams build information-sharing networks that help them close more deals, it has been claimed.
• Call centre jobs created in Wales
  Banking firm HSBC is to create 250 jobs by revamping a Welsh centre to house a call centre.
• Council invests in new contact centre technology
  Warkwickshire county council (WCC) is to start using voice recognition technology in an effort to improve contact centre efficiency.
• Social networking can have business benefits, expert says
  Social networking websites can help business keep up-to-date with what is going on in a particular sector or industry, an expert has said.
• UK expensive for call centres
  Companies that choose to locate their call centres in the UK can expect to pay some of the highest prices in the world, it has been reported.
• Disaster recovery 'essential'
  Disaster recovery is becoming essential for companies as internet protocol (IP)-based technologies are increasingly prevalent in call centres, it has emerged.
• Video VoIP on the way
  A new video voice-over internet protocol (VoIP) has been unveiled by Skype, it has been revealed.
• Voice biometrics 'proving popular in call centres'
  Voice biometrics security systems are proving to be increasingly popular among businesses that operate call centres.
• Companies urged to make most of CRM
  Businesses in the UK have been urged to ensure that they are making the most of the customer relationship management (CRM) technology.
• Contact centre raises money for charity
  Members of staff at the Agilisys Contact Services call centre have managed to raise £4,000 for a charity which helps children with cleft palates.
• Customer satisfaction 'relies upon service levels'
  High service levels are essential for customer satisfaction, a recent study suggests.
• Staff attrition 'contributes to UK call centre costs'
  High staff attrition levels make the UK one of the three most expensive global destinations for call centre outsourcing, according to a new study.
• SaaS solution benefits outlined
  A number of benefits conferred upon consumers and potentially call centre operations by software-as-a-service solutions have been outlined by one finance expert.
• Analyst firm highlights VoIP developments
  A new report from UK voice-over-internet protocol (VoIP) analyst Illume has highlighted some of the developments made to such technology since its infancy.