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. (more…)
In the latest of our ‘what to look for when buying’ series we look at Performance Management Tools. We have asked our panel of experts for their opinions. (more…)
Francis Carden looks at how the agent desktop can be improved to increase productivity.
Based on our experiences with customers around the globe, here are our six tips for raising contact centre productivity and improving the customer experience. (more…)
Answer machine detection (AMD) has proved to be a very hot topic. Ofcom has recently issued revised guidelines. So has it been banned or not?
We asked our panel to clarify the situation. This is what they said… (more…)
We have had a number of requests over the past few months for a call monitoring form to score call centre calls.
Here we provide you with a free Excel-based call scoring matrix that you can use to score calls and ensure compliance.
Ok, so the time has come and business is good. Your existing team is doing OK but a few customers are getting missed. Callers are abandoning, customers are beginning to mutter. Staff are getting flustered. Dave Appeby asks - is it time to set up a call centre? (more…)
Richard Snow looks at what is wrong with IVR systems and what we can do about it. (more…)
Silent and abandoned calls are a well known nuisance to consumers and Ofcom has outlined new rules to provide a consistent and enforceable framework for the responsible use of outbound dialling systems. One of the most important parts of the new regulation is that no more than 3 per cent of live campaign calls over any 24-hour period may be silent or abandoned – otherwise Ofcom can take action and impose heavy financial penalties for non-compliance.
Here are the key features to look for… (more…)
Long-winded tone menus frequently top the list of what customers like least about dealing with contact centres. Judith Jackson from ntl:Telewest Business examines how contact centres can manage calls differently. (more…)
In our Speech Anlaytics webinar we promised to publish all of the feedback. The event was a great success. Over 232 people registered for the webinar, 111 people dialled in on the day and a further 50 people have watched the recorded Webinar. Here are a list of the questions and answers. (more…)
