Ann-Marie Stagg, chief executive of the Contact Centre Management Association, discusses how technology is driving the demand for expertise and professionalism in front-line agents

Listening to the voice of the customer can identify opportunities for major cost savings, customer experience improvements, and a wealth of unexpected and simultaneous benefits, writes Jo Daly

Taking place on 2-3 October at the National Hall, London Olympia, Call Centre & Customer Management Expo examines where customer service is heading

Paul Smedley, executive director of the Professional Planning Forum, uncovers the secrets of five recent successful customer contact stories and finds that it’s not the technology but how it’s used that makes the critical difference

Ann-Marie Stagg, Chair of the Call Centre Management Association (UK), gives advice on how to improve call centre operations without incurring major capital expenses

The countdown to Call Centre & Customer Management Expo 2009 has begun and with the exhibition and conference just a few weeks away, make sure you pencil the 22-23 September in your diary as a must attend

The effective handling of telephone calls is vital if the police are to maintain a good relationship with the public

Marcus Hickman from the Customer Contact Association looks at the emerging trends in the call centre industry

What are the smartest, most successful organisations doing to ensure that they weather the current economic downturn?

Ann-Marie Stagg, chair of the Call Centre Management Association, discusses the latest thinking in call centres

Ann-Marie Stagg, chair of the Call Centre Management Association, discusses the latest thinking in call centres

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While 3D printing is becoming more widely used in general engineering the use of 3D printing in the medical and allied sectors such as dentistry has only just begun.