Technology

Workforce Management Reference Guide is launched

This week sees the launch of the Workforce Management Reference Guide.

Workforce Management Reference Guide

What makes it different is that it has been written collaboratively by a team of people from across the industry.

Click here to visit the Workforce Management Reference Guide. (more…)

How cloud computing is affecting call centres

In the last ten years, cloud computing has been used by forward-thinking firms across the globe, looking to increase their productivity, revenue and customer satisfaction.

Read on to find out how the call centre industry is also embracing this type of new technology. (more…)

How to develop the best script for your call centre

Call scripting is used in around half of all contact centres.  Get it right and nobody would know that their call is being guided.  Get it wrong and the call can sound stilted.

So how can we develop the best script for a contact centre?  We asked two experts for their advice.  (more…)

The Call Recording and Speech Analytics Reference Guide

call-recording-guide-new1

This week we launch phase 2 of  our Call Recording and Speech Analytics Reference Guide.

Click here to visit the Call Recording and Speech Analytics Reference Guide. (more…)

Special Feature on Outbound Dialing

outbound-signThis week we bring to you a special edition on outbound dialing.

This includes the third phase of the Outbound Dialing Reference Guide with a range of new and updated articles and reference material.

As part of this focus we will also be holding a Online Round Table discussion on Silent Calls – looking particularly at the impact of the new £2 million fine. (more…)

Using outbound calls to increase website revenues

website-sales-185The fact remains that, no matter how much you spend on website design and content, people get stuck.

If you can identify these prospects and speak to them instantly, you’ve got the opportunity to help them through the process, answer their questions and, most importantly, close the sale. And this is where outbound calling comes in.  (more…)

How to make a good script invisible to the customer

call-scripting-510

In advance of our Call Scripting Webinar next week, Martin Hill-Wilson tells us how a great script remains invisible to the customer throughout an interaction. (more…)

61 Top Tips for Workforce Management Technology

wfm-tips-510v3In the run-up to our Workforce Management Reference Guide we will be publishing a series of articles about the subject.  This week we ask our panel of experts for their tips on getting the best out of Workforce Management Technology.   (more…)

The dos and don’ts of call centre wallboards

wallboard-messages-185A call centre wallboard (or LCD/ plasma display) is fairly inexpensive.  You can buy a display for as little as £1,000.

But before you invest that money, there are some questions you should first consider.    (more…)

The top words and phrases customers use to express their dissatisfaction

dissatified-185We have already looked at the Top 25 positive words and phrases so we thought with speech analytics and emotion detection being in the spotlight, we would look at the key words and phrases that customers use to express their dissatisfaction.

This might help with agent training…. (more…)

Free newsletter
Click here for a
FREE SUBSCRIPTION

to Call Centre Helper
free newsletter
Latest on the Forum

Classified Adverts

• Does your small outbound B2B contact centre need a flow of additional business?

• And could you also do with fresh investment capital to assist growth?
www.hawickgroup.com

If you never seem to have enough staff on a Monday morning - see how we can help you
www.rostrvm.com


Poll
How long have you been in your current job?









Join the discussion
Why not join the
Call Centre Helper
Forum


 
Latest subscribers
  • Sales and Training Manager - Mortgage Advice Services       (Thursday 02 Sep)
  • Reward Analyst - Everything Everywhere       (Thursday 02 Sep)
  • Sales Effectiveness Manager - British Gas       (Thursday 02 Sep)
  • Director of Operations - Avante TelAdvance       (Thursday 02 Sep)
  • Senior Account Manager - GFM       (Thursday 02 Sep)
Premium Adverts

NewVoiceMedia

Plantronics

Business Systems 10

Verint

GMT

ASC telecom

Infinity CCS

Genesys

Call Centre Expo

Interactive Intelligence

Rostrvm

See your advert here



Call Centre Contact Centre Jobs Management Technology Tips News Events PowerPoint Templates


   editor | Jonty Pearce

  © 2010 designed by | call centre helper | online magazine | All Rights Reserved.