Freker added: "We will be hiring not only contact centre agents in Bangalore, but also many highly-trained, high-tech employees who will be handling technical help desk inquiries by both telephone and internet involving the most advanced technology.
Separate research from Datamonitor forecasts outsourcing call centre operations - usually those deemed 'non-core' - will be a trend too, though companies in mainland Europe are more conservative about offshoring, even within the region.
These forecasts are based on the work of half a dozen or so prestigious research bodies, not just the Treasury. What happens when the workforce is too small to achieve the available growth targets? The forecast is that between 2003 and 2010 the...
Thompson said: "We also deal with travel agents through the contact centre and the system helps us if disputes arise. The workforce optimisation software specialist is supplying First Choice with its Witness Actionable Solutions Impact 360 Quality...
The system forecasts call volumes so that managers can accurately predict their workforce requirement. Tour operator Royal Caribbean Cruise Line has invested in a workforce optimisation solution to cope with the rapid expansion of its contact centre.
The days of the BlackBerry as purely a big business enterprise device are numbered as RIM targets its smart phones at all sizes of business - from the biggest fish to the tiniest tiddlers running a business from a single home PC.
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