Technology Applications: Using text messaging (SMS) to confirm appointments.

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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.
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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.
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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.

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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
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Customers go back to their corner shops over and again. Why? It’s not simply about the qualitry of produce they get there, but also because of the quality of service they receive. It’s a model that call centres could do with replicating, says Neil Titcomb. And they should be doing it by focusing on their technology choices
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Alex Connors reveals how, when crises create calls, your business needn’t be wiped out by the sheer volume of contacts that come in from crowds. This, he says, is the opportunity for interactive voice response (IVR) to show its worth
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Barclay Rae reckons the main reasons why IT systems don’t deliver is because business people aren’t interested in IT and IT people don’t understand business. Essentially, they’re chalk and cheese. But, as he argues, it needn’t be this way
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The latest pieces of speech analytics kit don’t simply allow you to look at individual words or topics to interpret the meaning of calls, but can now gauge things like silence, stress and tempo. Jeff Gallino takes time out to reveal what that could mean for your call centre
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When you’ve got a tidy desk, it’s easier to work. The same goes for your computer desktop. As Cindy Curtin explains, simplifying an agent’s customer service screen can make a power of difference
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