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Welcome to The Evolution of Call Centres where I round up some of the more interesting and appealing news stories from the world of Call Centres, Cloud Computing and Hosted Contact Centres, sometimes adding a little commentary but always grouping the stories together in easy to digest snippets of information, knowledge, insight and ideas.

Cloud Contact Centres

20 Reasons to host your Contact Centre in the Cloud Webinar. Sounds very interesting and it's featuring our very own Brian Galvin (Chief Science Office).

Really interesting article on why Small to Medium Enterprises (SME) are worrying the big boys, mostly because of Cloud adoption.

One of my own posts on new stuff disrupting old habits.

Communication; it's all in the style

Nice article on communication styles and how that affects the message by Jo Lord over at Call Centre Helper.

Nice article on why listening and focussing on the customer is an important part of any customer service role.


Interesting Infographics here on where your most valuable Digital Customers are and what they are doing from Nielson.

Social Media and Customer Service

At times a very simplified description of why Social Media is affecting Customer Service, but some excellent points made about issue resolution.

A good roundup of some of the factors that affect customer service and customer satisfaction.

Creating a great (and successful) place to work

This is a great article on why building a business focussed on Customers and built around trust for employees is essential for success.

Transparency for Customers

A news article here from our own news pages on customer being left Cloudblind by many businesses around cloud contact centres.

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About Rob Lambert

Rob has been with NewVoiceMedia since March 2010 and works as our Test Manager within Development. His blog will feature software testing with various posts about the hosted telephony market and changes to our domain. Outside of work he loves nothing more than spending time with his wife and three children. He also helps run an online testing community and is the editor of "The Testing Planet".

Read more from Rob Lambert