In the dynamic environment of call centres, the efficient management of information can significantly enhance service delivery and customer satisfaction. Knowledge sharing technology plays a pivotal ...

Research and Markets (http://www.researchandmarkets.com) has announced the addition of International Journal of Call Centre Management to their offering. Call Centre ...

As satisfaction with Customer Service across the UK continues to fall, industry experts from the Contact Centre sector are coming together to understand the changes in the industry and the skills ...

The first thing any unemployed worker needs to know when they ring a recruitment centre like Manpower is that they are not staffed by “recruitment professionals” or “recruitment experts” (whatever ...

The impact of the Covid-19 pandemic on the contact centre market has been dramatic. According to Leigh Hopwood, chief executive of the Call Centre Management Association (CCMA), many of its members ...

The Chair of the UK's Call Centre Management Association has received a top industry accolade at the prestigious European Call Centre Awards. AnnMarie Stagg has been named Industry Champion for her ...

I left the Australian Taxation Office (ATO) in July last year after working there for 22 years. I was given a redundancy package. My job had not been abolished, but a clause in the ATO enterprise ...

Well, not if you're Swedish, it isn't... While British companies debate the rights and wrongs of outsourcing their call centres and sweating over fears of offshore competition, it seems that one ...