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Contact center survey reveals gap between corporate strategy and execution
2010-08-31
In a 2010 survey of contact center managers, directors and supervisors, HyperQuality found disparity between the majority of current corporate strategies and their implementation.
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IPscape adds twitter to multi-channel contact center technology
2010-08-27
IPscape, an Australian cloud-based provider of contact center technology, announced beta availability of Twitter in its multi-channel contact center technology solution. According to IPscape, tweets to a customer service Twitter account can now join voice calls, emails and SMS messages in a...
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Callpoint to take over clients from Teleperformance
2010-08-24
From December on, Callpoint will starting to take care of some clients from Teleperformance/extratel in Basel. The manager-owned company aims to expand its inbound service portfolio.
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University of Liverpool turns to new web welf-service tool
2010-08-23
Transversal announced that the University of Liverpool is using their web self-service tool Ask Ed to provide students with the information they need "simply and more quickly than traditional Web site browsing or search functions".
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ItCampus UK now fully integrated into the Software AG Group
2010-08-19
Software AG announced that it has acquired 100 percent of itCampus, including its UK subsidiary based in Derby, after initially buying a 51 percent stake in April 2009. ItCampus' product development is now integrated into Software AG's global R&D network, providing the next generation of outbound...
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Teleperformance acquires UK call center beCogent
2010-08-18
The French outsourcer Teleperformance announced the acquisition of 100 percent of beCogent - a Scotland-based call center services provider.
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Sitel expands call center in Mississippi
2010-08-16
BPO provider Sitel announced the expansion of its Starkville, Mississippi call center with the addition of more than 110 full-time positions within the past month, and more than 300 full-time positions expected by the end of October.
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Consumers have strong preferences when it comes to call center agents
2010-08-13
Language style, education level or tone of voice: A recent study among more than 300 consumers in Turkey has revealed that call center users significantly differ in their preferences when it comes to contacting call center agents - depending on their own demographical characteristics.
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Call Compliance announces new DialerID PRO
2010-08-12
Call Compliance Inc., a wholly owned subsidiary of Compliance Systems Corporation, announced the introduction of its Enhanced DialerID PRO system, the latest in its suite of products and services designed for the enterprise and contact center communities.
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Bill Polston joins the Taylor Reach Group
2010-08-10
Colin Taylor, The Chairman and CEO of The Taylor Reach Group, Inc. announced that Bill Polston has joined the call center consulting and customer service consulting firm effective immediately.
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