Edition 136 - September 2007

REGIONAL DEVELOPMENT OF CALL CENTRES
The call and contact centre industry continues to grow at phenomenal rates. But, in geographical terms, it is interesting to look at where growth will mainly be concentrated, over the next ten years?

CALL CENTRE TECHNOLOGY ROARS AHEAD
Call centre technology is moving at break neck pace. Call centre IT specialists are integrating just about any channel of communication into their service delivery.

PROFILE: MICHAEL STELZER, ASPECT SOFTWARE
Michael Stelzer, Australia and NZ Manager of Aspect Software believes that success comes down to four rules: treat the company brand as if it was your own, be committed to lifelong learning, listen more than you speak and be persistent.