Manchester - Bedfordshire & Luton Combined Fire Authority Watch Manager Tony Harris won a special award honouring his 34 years’ service as a team leader in a glittering awards ceremony held by the Call Centre Management Association (CCMA) in Manchester.

Award judges praised Tony for providing a remarkable role model for emergency control staff at Bedfordshire & Luton where he has been leading staff in the fire control room since 1974. Fire control services not only handle incoming calls but also support fire crews tackling emergencies.

(more…)

Manchester - The people who run call centres in the emergency services were honoured for the first time last night in a glittering awards ceremony held by the Call Centre Management Association (CCMA) in Manchester.

Louise Delamare-Timms, head of the Kent Police Force Communications Centre was named Emergency Call Centre Manager of the Year for her work in managing a team of 530 police staff employees and uniformed officers.

(more…)

Manchester - Louise Delamare-Timms of Kent Police has been named the UK’s emergency services contact centre manager of the year, fighting off fierce competition from over 100 other ambulance, police and fire service contact centre managers across the UK.

The award was presented by the CCMA (Call Centre Management Association), the first time that they have included emergency services call centres within their awards.

(more…)

Manchester - Andrew Perris, who runs the Exeter control room of the South Western Ambulance Service, won third place in the Call Centre Management Association’s (CCMA) Emergency Call Centre Manager of the Year Award.

Perris received his award from Simon Foy, Deputy Assistant Commissioner of the Metropolitan Police, at a glittering ceremony in Manchester this week. Since Perris took over the control room, which handles 999 calls for Cornwall, Devon, Somerset and the Isles of Scilly, it has been one of the top performing centres in the country.

(more…)

Manchester - Emergency call centres were honoured in a glittering awards ceremony held by the Call Centre Management Association (CCMA) in Manchester, with two ambulance services, the West Midlands and South Western Ambulance Services, scooping two of the top four placings.  Four ambulance emergency call centre managers were on the nine strong shortlist, selected on strict criteria from over 100 applicants.

Daniel Gore of West Midlands Ambulance Service was awarded second place in the Emergency Call Centre Manager of the Year Awards after turning around the performance of his control room with improved layout and workflow. The service is now the highest performing in the country and was voted Ambulance Service of the Year.

(more…)

Manchester - April 24, 2008. Kent and Greater Manchester Police emergency call centres were honoured in a glittering awards ceremony held by the Call Centre Management Association (CCMA) in Manchester.

(more…)

Challenging perceptions of call centres as low grade, low service level establishments, the CCMA (Call Centre Management Association) will announce the winners of its Emergency Control Room Awards.  For the first time this year, a special award has been created for call centres in the emergency services. The results of the awards will be announced at a glittering awards ceremony in Manchester on Wednesday, 23 April 2008
Time: 19.30
Venue: Midland Hotel, Manchester

(more…)

Challenging perceptions of call centres as low grade, low service level establishments, the CCMA (Call Centre Management Association) announced the winners of its new Emergency Control Room Awards on the evening of Wednesday April 23, 2008.

The CCMA (WWW.CCMA.ORG.UK ) was established in 1994 to promote the profession of call centre management.  It contributes to the continuous professional development of call centre managers. As an independent, not for profit organisation for call centre managers, supervisors and team managers funded by membership subscriptions, it is run on an unpaid, voluntary basis by an elected board of call centre professionals. It currently has around 600 members in the UK.

The Zed PR contact is Claire Thompson:
e: cthompson@zedpr.co.uk
t: 0118 969 8966

TPMA (Teleperformance Midi Aquitaine), an independent subsidiary of France’s largest outsourcer, Teleperformance, has agreed a three year extension to its contract across with Infinity CCS (ICCS), providers of flexible contact centre software. ICCS supplies 350 seats of its contact centre software, Infinity, across three separate sites, Bordeaux, Toulouse and Rennes, delivering a ‘unified desktop’ to over 3000 agents.

Following a successful bench-mark pilot, which saw performance improve by 20%, the growing operation, which handles both inbound and outbound campaigns, has also placed an additional order for the latest predictive dialling module to support the outbound operations. This advanced predictive module works along-side TPMA’s existing leading-edge, communications platform from Avaya, and went live this month.

Infinity completely integrates TPMA’s applications, presenting agents with a single view of the customer they are dealing with. Call wrap up times have decreased and record keeping has improved immeasurably.

“We initially installed Infinity’s solution in Bordeaux during 2003 for a major international financial services client that demanded high levels of compliancy and quality control,” said Damien Boissinot, Director General, TPMA France, “and of course we needed high performance and reliability to be able outsource profitably.”

Teleperformance was established in France in 1978 and is the largest contact centre outsource provider in the French market, boasting a unique regional network.

Carl Adkins, CEO, Infinity CCS stated: “This renewal demonstrates our place in the contact centre market as a leading unified desktop software provider. Major operations like TPMA can rely on us because we work with hand in hand with them to ensure the direction of the product meets and anticipates their needs in a practical, cost-effective way.”
 
TPMA is now using the latest version of Infinity (version 3.6) which includes:
* A proven agent desktop scripting environment
* Unified Desktop – integrated access to multiple applications
* CTI, predictive dialing and call recording
* Extensive reporting and administration tools
* A complete contact management environment
* Thin-client architecture for running projects simultaneously across locations or countries; complete with multi-lingual capabilities
* Integration provided through Microsoft .NET web services
Customers can obtain further information by calling +44 (0)121 410 5454
Notes to Editors
About Infinity CCS
Infinity CCS offers proven contact centre software with a flexible, modular approach for inbound and outbound operations. The software integrates disparate applications and presents them to agents in a single user-friendly interface, delivering a streamlined process. This ‘Unified Desktop’ offering allows for reuse and development of existing applications, including traditional CRM systems to improve performance, efficiency and ultimately, customer satisfaction.
Infinity is ideal for supporting remotely located satellite operations and works harmoniously alongside existing hardware and software from bespoke to ‘off the shelf’ packages.
Deployed in seven countries and used by thousands of agents in both fixed, offshore and homeshore operations, Infinity CCS boasts customers including Teleperformance, AIG, Carphone Warehouse and Simply Switch.
Further information about Teleperformance group in France can be found at: http://www.teleperformance.com/GP/AboutUs/AboutUs.aspx?id=290
For further information, please call Claire Thompson
+44(0) 118 969 8966
e: infinity@zedpr.co.uk
 

~ New technology supplier search engine to generate leads for Channel Partners ~

Thirsk, North Yorkshire, UK – TeleWare, the leading provider of intelligent hosted and on-premise communication solutions to businesses and service providers, today announced their participation in the Conjungo launch to help its growing UK channel capitalise on the demand for Unified Communications and Telephony Application Services.

Conjungo, the new technology supplier search engine is aimed at buyers looking to source business solutions rather than buy component based technology. “Using Conjungo as part of our channel marketing programme enables TeleWare to drive leads into our partners and support their lead-generation efforts,” said Lesley Hansen, Group Marketing Director for TeleWare plc.  “We have taken out a range of sponsorship and online advertising to promote our solutions to the buying community and, in addition, have provided our entire UK channel partners with fully searchable listings within the search engine to ensure they maximise their ranking within Conjungo at the point of search,” added Hansen.

(more…)