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…)
The outsourcing market has changed quite dramatically over the past few years. In this article, Chris Colyer gives his opinions about the direction that outsourcing is moving. (more…)
In 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…)
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…)
David du Toit gives us his top five predictions for call centre communication technologies to watch out for this year. (more…)
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…)
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…)
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!
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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…)
With voice self-service getting such a bad name, we asked our panel of experts how we can tune up our IVR systems. (more…)
