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France Telecom and Ericsson announced today the signing of a Memorandum of Understanding (MoU), in order to jointly develop IP multimedia Services for the consumer market. This strategic agreement focuses on developing new services that will enhance consumer...

France Telecom and Ericsson announced today the signing of a Memorandum of Understanding (MoU), in order to jointly develop IP multimedia Services for the consumer market. This strategic agreement focuses on developing new services that will enhance consumer...

Over this past year Strativity Group, conducted a worldwide study around customer experience management. Through our worldwide seminars we managed to meet hundreds of customer service and marketing executives and had the opportunity to study their challenges and...

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Caller: I bought a phone last week, and I didn't receive the car charger for the lighter until today. I'm trying to use it, and it's not working. How do you use it? Rep: First, you remove the lighter and then you plug it into the adapter. Caller: But... I don't have a...

A help desk agent received a call from a client having trouble with his “print screen” feature. After lots of discussion, a technician was dispatched to diagnose the problem. Here’s the conversation: Client: My 'print screen' feature doesn't work. Tech: I've tested...

Teenage Caller: I wonder if you could help me. Help Desk: What's the problem? Caller: My dad bought me a computer last week, and I was taking out a CD when the phone rang. I was also eating pizza. With the CD drawer still open, I set the pizza on it, so I could pick...

Tech Support: O.K. Bob, it's time to press the 'control' and 'escape' keys at the same time. Caller: Done. Tech Support: Now type the letter 'P' to bring up the 'program manager.' Caller: I don't have a 'P.' Tech Support: On your keyboard? Caller: What do you mean?...

Caller: I can't make outbound calls on my cell phone. Rep: Do you have the phone with you? Caller: Yes, I'm talking on it right now. Rep: The phone is working just fine. You just called me. The embarrassed caller quickly hung up. Humor    

IDC's latest forecasts for Western European IT spending in the small and medium business (SMB) market show that IT spending will continue to be stronger in the midmarket than in small and large enterprises. In 2004, small and midsize businesses (1-499 employees) will...

This summer sees the launch of the inaugural Contact Centre Challenge Cup in association with Contact Centre Management magazine, a karting experience open to everyone within the UK Contact Centre industry. Up to 350 people, in 35 teams, will convene in Milton Keynes...

Blue Pumpkin, a provider of enterprise workforce optimisation solutions, introduced a new version of Blue Pumpkin Director-Enterprise localised for the German market. With the new localised version of Blue Pumpkin’s workforce optimisation products, German contact...

KANA, a provider of knowledge-powered customer service applications, today announced that it has closed its acquisition of Hipbone, a provider of online customer interaction solutions. As a result of this acquisition, KANA has added Hipbone's Web collaboration, chat,...

Isabel Montesdeoca has joined contact centre solution provider Aspect Communications as Marketing Director for the EMEA region. She will report to David Puglia, Aspect's Senior vice president of global marketing. Isabel will drive Aspect's strategic and tactical...

Via~fon, an operator of pre-paid phone services, has partnered with Your Communications and C3 to launch UniKit, a low cost phone and Internet service for university and college students. The service enables students to keep in touch with friends and families directly...

Wicom Communications, the a Finnish European provider of IP contact center software, today announced the completion of Wicom contact center deployment at Elion, the largest telecommunications and IT provider in Estonia, formerly Eesti Telefon. One of the largest...

Eckoh Technologies believes an exclusive contract with ITV has made it the number one firm in the country for the Interactive Voice Response (IVR) and Speech Solutions markets. The Herts-based speech recognition specialist has signed a minimum one year contract with...

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DMG Consulting has just announced the availability of “2004 Quality Management/Liability Recording Product and Market Report”. This is an authoritative guide to the quality management (QM) and liability recording products, vendors and market – including related...

The author of the newly-launched “The 2004 Quality Management/Liability Recording Product and Market Report” predicts sales of QM and liability recording solutions will grow by 8 to 12 per cent and 10 to 15 per cent respectively in 2004, with even greater growth in...

Call recording and analytics is fast becoming big business. It is enjoying an unprecedented level of attention in contact centres where managers from a broad cross section of industries are recognising the enormous implications it can have for improving standards of...

Actionable intelligence defines data that is not simply just ‘there’ in historic ACD reports or reams of paper from your CRM system, but can actually be employed to derive real meaning and accordingly, make changes to the way a contact centre is managed, changes that...

The recording and QA markets are evolving and acquisitions have resulted in major challenges and opportunities for customers and vendors. If either NICE or Witness fail to execute, customers are not going to give them a second chance, with those who view logging and...

Picture the scene. A large and successful financial services firm has enjoyed rapid growth as the result of a series of acquisitions, and now owns and operates three contact centres. The primary goal of its quality initiative is to provide consistent service and an...

Last week, we previewed the promising new world of contact centre performance management. We established that contact centre performance management could liberate contact centre managers from time-consuming data collection and reporting and empower them to capture and...