Having a tip-top call centre is all well and good, but in this day and age, most organisations need a robust online contact centre too. Ian Davis looks at the technologies that make for better online contacts, and offers some advice on the things you need to consider when building such an entity
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Tom Risbrook reveals how speech-based ‘intelligent call steering’ can be used to delight your customers while making life a lot easier for your staff
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Are your agents so overwhelmed that their productivity is going down the pan? Let Frank Trefzer talk you through the technology that can actually help drive productivity
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This month, Graham Chick concludes his series on business continuity with a discussion on VoIP and whether it can put you on the road to success - or possible failure
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Just how do you keep organised crime from the door of the call centre? Albert Selzer locks down with some solid advice on data theft
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In his penultimate editorial on business continuity and risk management, Graham Chick considers the technology needed to make virtual working a success
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Knowledge doesn’t simply come from books. Technology can also be empowering, giving contact centre managers the opportunity to accrue a variety of information. Handled wisely, this can lead to significant competitive edge. But you must know what to look for, argues Ian Ashby
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As he continues his series on business continuity, Graham Chick reveals why an imminent ‘flu pandemic is not something to be sneezed at

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In the second of his series on business continuity, Graham Chick talks us through the various solutions that companies might turn to when faced with telecoms malfunctions or the loss of a building through things like storm damage

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Forget the stereotypes of interactive voice response (IVR) systems as mere robotic voices on the end of a phone line. As Nick Applegarth reveals, today they are so much more sophisticated

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