Incentive programmes can improve performance by 20 to 40 per cent - but they must address specific needs or you’re wasting time, energy and money. Spending around two hours of salary cost per month for incentives is usually all that’s necessary.
Bob Cowen of Snowfly tells us how it’s done. (read more…)
Most companies start in the wrong place and ask what they can do with speech analytics. What they should be asking, of course, is what do they need to know about the conversations they’re having with their customers, what intelligence is there in those conversations and what’s the best way to get at it. (read more…)
Abandonment rates could be cut by up to 35% if on-hold music was being played, according to research commissioned by MusicWorks, the business tool aimed at informing businesses of the benefits of playing music. (read more…)
Mearns-based contact centre operator, Journeycall, is recruiting additional information agents to handle an increase in contact centre business. (read more…)
Interactive Intelligence is introducing a new communications-based process automation product called Interaction Process Automation (IPA). (read more…)
HP and Alcatel-Lucent have signed a relationship agreement establishing both parties’ intent to form a 10-year global alliance to help customers leverage the convergence of telecommunication and IT. (read more…)
A new solution has been launched that combines web content management, contact centre and advanced analytics capabilities into a single solution for understanding and optimising customer interactions. (read more…)
New solution enables large contact centres to validate the quality of the user experience and overall performance to deliver the most business value in the least amount of time. (read more…)
Are you are getting the most out of your contact centre?
In this guide (a UK media exclusive for Call Centre Helper), industry specialists Stephen Jacobs and Mats Rennstam from Bright take a closer look at how to measure and achieve effectiveness. It even features a guest section from Call Centre Helper’s own editor, Jonty Pearce. (read more…)
