The top 10 call routing strategies
It’s very easy to get confused by all the different routing techniques and approaches currently available. (more…)
Technology
A beginner’s guide to voice recording
On average 68% of customers’ first contact with any company is still via phone, according to the Gartner group. For those companies that record calls there is a wealth of information that can be extracted from these interactions. (more…)
The top five uses of speech recognition technology
The accuracy and acceptance of speech recognition has come a long way in the last few years and forward-thinking contact centre operations are now adopting this technology to enhance their operation and improve their bottom-line profitability.
Here Brett Feldon tells us his most popular uses of speech recognition technology. (more…)
The seven deadly sins of contact centres
Some contact centres are still getting the basics wrong in fostering a proactive approach to customer services.
According to Tim Easton of Numero, the following are most frequently cited as being the top 7 deadly sins. (more…)
Using technology to reduce customer frustration
Customer loyalty is the make-or-break for most businesses. If customers do not keep coming back to you, and are not advocates of your organisation, then churn will become increasingly damaging.
Keith Pearce identifies how a dynamic contact centre can increase customer retention. (more…)
SMS Automated Messaging
Technology Applications: Using text messaging (SMS) to confirm appointments. (more…)
Call centre technology checklist: SMS
In the second of a series of features looking at different types of technology, Conor Bowler investigates the key components of short message service (SMS), how the technology works, and what it can deliver for contact centre operators looking to embrace this communication channel. (more…)
Hot technology for 2008?
Want to know what you should be investing in, technology-wise, over the next 12 months?
Let Adam Faulkner advise you as he identifies the technologies he believes are set to make a big difference for contact centre operators during the coming year. (more…)
Call centre technology checklist: quality monitoring
In the first of a series of features looking at different types of technology, Robert Wint investigates the key components of
quality monitoring, how the technology works, and what it can deliver. (more…)
Get it right when signing up with a hosted call centre
You’ve spent months finding them and you’re now ready to sign a contract with your new contact centre technology hosting provider. You might be keen to get the deal done and dusted but, as Kenneth Hitchen points out, it’s important to look before you leap - and nowhere more so than in the small print. (more…)
