11 tips for effective email management
An increasing amount of contact centre traffic is now being handled by email. But how can we get the best out of it?
We asked a number of email management providers for their top tips. (more…)
Top five predictions for call centre technologies in 2010
David du Toit gives us his top five predictions for call centre communication technologies to watch out for this year. (more…)
What exactly is a “360-degree view of the customer”?
The term a “360-degree view of the customer” has been used in the industry for several years. But what exactly does it mean, and what information would you actually display on the agent desktop?
We asked our panel of experts for their opinion. (more…)
Where have all the headsets gone?
Do you keep on having to buy new headsets for your call centre? Ever wondered where all those call centre headsets have gone?
Jonty Pearce thinks they may be in people’s cars. Read on to find out more. (more…)
The Top 10 Call Centre Technology for 2009 - the results
Well, you have been voting like mad and after receiving an amazing 300 votes from 146 companies, here are the results (ranked according to the number of votes)….
Thanks to everyone who voted and congratulaton to the winners!
(more…)
How unified communications can improve the contact centre
Unified communications (UC) is currently one of the most hyped subjects in the contact centre space, and if you believe some of the articles written about it you would think it is about to revolutionise the whole way centres work. We asked our panel about how unified communications can improve the contact centre. (more…)
The five most flopped customer service technologies
Over the past ten years we have seen many technologies hyped as the “next best thing since sliced bread”. However, we have seen many of them fall flat on their face.
Keith Pearce reveals the five biggest flops. (more…)
Retiring the two-fingered salute!
Have you ever been put on hold in mid-sentence by an agent? Chances are, your wait happened because the agent had to hunt through a dense thicket of systems, tools and views just to find a simple piece of information. (more…)
How to set up a call centre
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…)
The top five uses of speech recognition technology
The accuracy and acceptance of speech recognition has come a long way in the last few years and forward-thinking contact centre operations are now adopting this technology to enhance their operation and improve their bottom-line profitability.
Here Brett Feldon tells us his most popular uses of speech recognition technology. (more…)
