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Australian companies seeking to outsource their contact center operations can achieve considerable cost savings by using "nearshore" regional alternatives in Tasmania instead of the more expensive capital cities and even offshore locations, according to a major industry report released by Access...

Envision Telephony, Inc., a global provider of workforce optimization (WFO) solutions for the contact center and enterprise, announced that Mark C. Perrin has been appointed executive vice president of sales and service.

XL World, a multilingual outsourcing company, is recognized as the leader in the Eastern European market and the second one worldwide by Black Book Research, a division of Datamonitor. 26,000 outsourced services users have been interviewed by Black Book Research.

Telephonetics PLC, a speech automation and data integration specialist, announced the signing of an extension to its multi-million pound contract with Odeon-UCI Cinemas for provision of its MovieLINE automatic speech recognition film information and ticket booking service to all of Odeon's 105 UK...

DMG Consulting, a provider of contact center and real-time analytics market research, released its 2010 Outbound Dialing Market Research Report. The 50-page report explores outbound market trends, projections, best practices, the competitive landscape and profiles the leading vendors.

Research published by ContactBabel, the contact center industry analysts, has found that US contact centers handled 6.6 billion complaints in 2009. However, the vast majority of complaints received were caused by problems outside the contact center.

Customer service is more important to consumers than product incentives. This is the result of a pan-European survey of customer service requirements of more than 4,000 European telecoms subscribers undertaken by YouGov and commissioned by eGain, a provider of multichannel customer service.

The Austrian call center services provider CCC has extended its office space in Bucharest to include another floor, making the office twice its current size. According to CCC, the extension is due to "the positive development and the successful business generated in 2009".

BPO provider Sitel announced the appointment of Tim Schuh as General Manager, Northern EMEA. Schuh, previously COO, North America, will be responsible for operational and financial delivery across all sites within the region, including finance management, receivables and sales, and driving profit...

Fast-food chain Burger King announced the opening of the BK Call Center, a centralized service point that allows customers in the United Arab Emirates (UAE) to dial one dedicated number to place orders at any Burger King restaurant anywhere in the country.