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…)
This is the last piece in our regular technology column dedicated to investigating what you should think about when buying a particular piece of technology. For our final editorial, we’ve asked four specialists – Aspect Software, CallMedia, Noetica and Sytel – for their advice on predictive diallers. (more…)
Automatic call distributors are so much more sophisticated than the technology of old. No wonder, then, that we’ve asked three specialists – Apsect Software, Sabio and Storacall Voice Systems – to detail exactly what you should think about when buying an up-to-the-minute ACD. (more…)
Call centre performance can be improved by giving agents tools to improve their own performances claims Andy Sleath of Aspect Software. (more…)
For many call centres, the biggest question that bugs management is how to manage a balance between inbound and outbound operations, so that there are enough agents to handle calls when the call volume rises. (more…)
