In today's tough marketplace how can contact centres implement a quality system that copes with the evolving needs of the business?

Fidessa group plc, a leading global supplier of trading systems, market data and connectivity solutions to firms involved in trading the world's financial markets, needed a quality system for its Financial Trading Service desk. This delivers technical support and guidance to Fidessa's global customer base and operates from multiple locations.

The challenge was to create a more efficient contact management environment for a service desk that has grown substantially over the past five years.

As a specialist service provider operating in the financial sector, Fidessa was naturally apprehensive about making changes to its systems.

Read more: Q is for Quality, not Queues

• Total Economic Impact study shows 9 month payback period for Aia’s document composition software

London, 10th December, 2009 - Aia Software (www.aia-itp.com), a leading author and developer of intelligent document composition software today announced the results of a recent study commissioned by Aia Software and conducted by Forrester Consulting on its behalf. The Total Economic Impact (TEI) study, completed in November 2009, of insurance and financial services organisations in Europe found that companies looking to implement the ITP Document Platform can see large productivity benefits and cost savings with a risk adjusted return on investment (ROI) of 277% and a payback period of just 9 months.

Read more: ITP Platform delivers 277% ROI for insurance and financial services institutions

 The online bank was recognised for best innovation in Online PR and Multichannel Marketing, while also winning the Best Online Advertising Campaign category.

  The bank, which shows both negative and positive consumer sentiment on its ‘first direct live’ microsite, impressed the judges with its successful use of social media and its integrated advertising campaign to encourage people to talk honestly about its brand.   Tesco, Comet, IBM and eBay were also among the winners in Econsultancy’s annual awards which recognise the smartest new ideas and achievements across digital marketing and e-commerce.   The digital agency Essence won the awards for Most Innovative Digital Agency and for Rich Media and Video. It won the Rich Media category for the YouTube HomeProject Channel, which enabled people to watch a full feature film about the global environmental challenge online. 

Read more: first direct was named a winner in three categories today as Econsultancy announced the results of...

Clarity Commerce warns to plan now for VAT change, or suffer the resulting headache

London, 08 December 2009 : Clarity Commerce, a leading specialist in the delivery of mission critical transaction processing solutions for the Ticketing, Hospitality, Retail and Leisure sectors, today heralded the countdown on New Years Eve and with it the return to 17.5% VAT as Big Ben sounds midnight[1]. It warns UK businesses to look sharp, think ahead and plan efficiently now in preparation for the change or face starting the New Year with an enormous administrative hangover.

Read more: New Year’s Eve VAT Hangover Could Cost Businesses Dearly

  LONDON – November 26, 2009 – Financial services company Irish Life Corporate Business has reported a 35% productivity increase after the introduction of Global 360’s document management and business process management software solutions.

The pension company had grown 50% and left it with little visibility across its business processes. And with a team of 300 already in place, employing more staff to manage the paperwork was not sustainable. Instead, Irish Life embarked on an ambitious process engineering programme to overhaul the 150+ processes involved in running the business—working with its implementation partner Zarion and Global 360’s software solutions.

Read more: Irish Life ups productivity by 35% with Global 360 Business Process Management