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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.

Although the Latin America contact center applications market has not attained saturation point, the market stage and degree of competition vary across countries. According to an analysis by Frost & Sullivan, major markets such as Brazil, Mexico, Colombia, and Argentina are approaching maturity...

In a survey carried out by call center software provider Rostrvm Solutions, more than 70 percent of contact centers relied on back office teams to complete customer transactions, yet nearly half were not measuring operational performance in the back office.

The Thailand call center market is forecasted to hit a year-on-year growth of 18.4 percent in 2016, according to Frost & Sullivan analysts. In the same time period the Thai sector is projected to reach close to 63,000 call center seats - an increase of 17 percent year-on-year growth.

According to a survey from contact center consultancy ProtoCall One, UK contact centers have not decided yet whether they should invest in social media interaction with customers. In the survey, ProtoCall One assessed recruitment and IT spend across the contact center market in the UK.

Growth in the Europe, Middle East and Africa contact center outsourcing market has been slower than it has been in the past: New analysis from Frost & Sullivan finds that the market earned revenues of 11.1 billion Euros in 2009, a decline from 2008 but is expected to recover and grow from 2010...

According to the survey "UC-Trends", carried out by global unified communications provider Aspect, European organizations have not or only partially integrated their communications tools - with the result that they are missing out on business opportunities.

A UK study by Virgin Media Business has revealed a north-south divide in the way that companies talk to their customers. The poll of 5,000 organisations found that businesses in the south are spearheading a shift towards more digital ways of keeping in touch, whereas in the north, workers are...

When consumers in the UK or in Germany make use of web self service they are likely to give up without having their issues resolved. A multinational study conducted on behalf of Jacada has revealed some similarities and differences between participants from Germany and the UK when it comes to...

According to a large-scale study, call center agents' perceived and actual health has an influence on their voices, in some cases even affecting their performance. This is the key result of a study including the responses of 600 call center agents in 13 international call centers conducted by...