IP telephony, or voice over IP, is now commonplace in many large enterprises. So why has it not been successfully ported to an area where it can offer great benefit - the call centre? IP-based call ...

As customer channels have evolved, so have career pathways. Now more than ever contact centres can provide a stepping stone onto the career ladder, with transferrable skills for the long term.

The platform uses a combination of AI orchestration tools and sentiment analysis to identify stress, fear, or confusion in a ...

The pandemic is a severe stress test for the business continuity plans of global corporations. The operators of call centres are playing an important role in meeting that challenge, and it has not ...

Ovum analyst Alex Kwiatkowski looks at the challenge of building a centre of excellence... For those of you blessed with reliable memories, you may recall that I recently extolled the virtues of the ...

PARIS--(BUSINESS WIRE)--The Pipplet company launches it’s newly designed, industry-specific, foreign language business tests for call centres. Pipplet’s call centre based language test will allow HR ...

Call centres in Australia, like their counterparts around the world, have rightly earned a reputation as the new sweatshops of the electronic era. Low-paid employees answering telephone inquiries work ...