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 ...

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 ...

AI and automation are rapidly transforming customer experience (CX) and contact centre operations, turning these into differentiators rather than simple customer support. These tools now enable ...

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 ...

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 ...

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