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Every once in a while a new idea or concept comes along that has the potential to change the way we conduct business. Business performance management was conceived to align corporate objectives with the tactical and strategic goals of all operating areas including...

Corporate respect for the role, purpose and contribution of contact centres is increasing as senior executives recognise the positive impact they have on the bottom line and the tremendous value of customer data flowing through the contact centre. The race is now on...

Around 2 million people – or 1.3 per cent of the European labour force – work in contact centres today, making it one of the fastest growing industries in Europe. Acknowledging the paramount importance contact centre and direct marketing associations play in fostering...

WizCom Technologies, developer and manufacturer of reading aids, will inaugurate the company's new German Reading Pen at the Didacta 2004 trade show, taking place in Köln, Germany, from 9-13 February, 2004. The Reading Pen is an 'assistive technology' tool for...

IKEA, one of the biggest home furnishings companies worldwide, has deployed interactive voice response (IVR) technology from Nortel Networks for its customer service centres in Germany and Switzerland. These local customer service centres offer support to IKEA's range...

Noetica, a UK customer interaction management software provider, announced that Love TM Limited, a new London-based privately owned outsourced call centre organisation, has selected Noetica’s contact centre management solution - Synthesys - and Script-Aware Predictive...

IKEA, one of the biggest home furnishings companies worldwide, has deployed interactive voice response (IVR) technology from Nortel Networks for its customer service centres in Germany and Switzerland. These local customer service centres offer support to IKEA's range...

Why, given the huge investments in CRM systems, does most research demonstrate increasing customer dissatisfaction with service levels? In part, this can be put down to increasing levels of expectation that rise faster than it is reasonable to expect organisations to...

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Aspect Communications has announced that Gary Barnett has been named president and chief executive officer (CEO) after serving in an interim capacity since August 2003. Prior to Aspect, Barnett was a founding engineer at Octel Communications where he developed Octel's...

Siemens mobile is setting up a 3G/UMTS network in Luxemburg. The operator LuXcommunications has commissioned the company to deliver the entire 3G/UMTS network infrastructure. The contract covers as well network installation as the maintenance and expansion of the...

Performance Management    

Brooktrout Technology, a supplier of call control products announced new low-density versions of its TR1000 voice platform targeted at developers of enterprise voice applications. Brooktrout’s TR1000 now includes new analog and ISDN basic rate interface (BRI) versions...

Ventura, a UK contact centre outsourcer, has announced that, from April 2004, it will manage calls for the National Rail Enquiries Service, on behalf of ATOC (Association of Train Operating Companies). The contract will create 300 new jobs at the company’s contact...

Ventura, a UK contact centre outsourcer, has announced that, from April 2004, it will manage calls for the National Rail Enquiries Service, on behalf of ATOC (Association of Train Operating Companies). The contract will create 300 new jobs at the company’s contact...

Ventura, a UK contact centre outsourcer, has announced that, from April 2004, it will manage calls for the National Rail Enquiries Service, on behalf of ATOC (Association of Train Operating Companies). The contract will create 300 new jobs at the company’s contact...

Ventura, a UK contact centre outsourcer, has announced that, from April 2004, it will manage calls for the National Rail Enquiries Service, on behalf of ATOC (Association of Train Operating Companies). The contract will create 300 new jobs at the company’s contact...

Organised by Euroindex and DM Agency OS-Direct, DM Days in Ukraine will assess up-to-date technologies, methods and best practices on the direct marketing industry. DM-experts from Ukraine, Russia, Poland and the United States will review the latest DM trends, address...

In a workshop dedicated to the eradication of spam e-mails held in Brussels on 2-3 February, the OECD considered that too little was known about the economics of spam, emphasising that there are already many laws which can be used against spammers, but these need to...

Aspect Communications, a provider of enterprise customer contact solutions, has announced the successful completion of SAP integration certification for the latest version of the Aspect Enterprise Contact Server (ECS) with SAP Web Application Server (SAP Web AS), part...

Giving voice to the web, the World Wide Web Consortium (W3C) has published VoiceXML 2.0 as a W3C Proposed Recommendation. The goal of VoiceXML 2.0 is to bring the advantages of web-based development and content delivery to interactive voice response applications....

Alcatel has been chosen by Telecom Serbia, the Serbian incumbent operator for a UMTS network field trial. Once completed, this field trial will pave the way for the commercial launch of Telecom Serbia's new end-user 3G/UMTS services in the coming years. In the...

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