Articles about ACD

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?

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.

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.

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.