While call centres are increasingly realising that IT strategies are vital for business, call centre IT budgets are increasingly becoming divorced from the centres themselves. Around 64 per cent of ...

Serco-run operation regularly fails because staff are not properly trained and pushed to meet call volume targets, a senior NDIA employee says ...

I was struck today by an advertisement for Swiftcover.com that I saw from the train. I know customers often don't like call centres (especially offshore ones), but this advertisement seemed to be ...

TOKYO, May 5 (Reuters) - Almost a month after Tokyo declared a state of emergency, dozens of call centre employees for telecom KDDI Corp still commute into their crowded office, where the fear of ...

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 ...

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 ...