Technology

Call Centre Technology

Technology options for a green-field contact centre

Paul White provides some pointers for a building a brand new contact centre.

21 top tips for using webchat in the contact centre

Webchat is becoming the channel of choice for many customers, particularly of the younger generation. But little information has been published on how to use it to best effect. We asked our panel for their tips on how to get the best out of webchat.

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How contact centre technology can improve the back office

Lots of contact centre solutions now offer the ability to improve back-office functions. We asked our panel for their opinion on the best ways that call centre technology can improve the back office.

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What to look for when buying speech analytics

Lots of companies are looking at speech analytics as a way of providing insight into why customers are calling, as well as helping to improve quality monitoring and compliance. But with so many different solutions on offer, how can you choose which solution is best for you? We asked a number of suppliers for their [...]

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On premise, managed service, hosted or cloud – Which is the best technology for your call centre?

In the old days, contact centre technology came in a large tin box (or two). Then came software-based solutions. Now you can buy contact centre solutions in hosted or cloud-based offerings. So how do you navigate which technology option is best for your contact centre? We asked our panel of experts for their guidance.

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Call Centre White Papers

White papers represent a great way to read in depth about some of the issues facing call centres. We have been scouting around for the white papers that provide interesting insights into the call centre world.

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How technology can make life easier for the contact centre agent

We all know that happy staff = happy customers, but how do we get technology to make life better for the contact centre agent? We asked a number of experts for their thoughts.

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What to look for when buying a hosted workforce management system?

Hosted workforce management (WFM) seems to offer a realistic alternative to spreadsheets for smaller contact centres. So what should you look for in a hosted WFM system? We asked some of the key suppliers for their input.

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Does network answer machine detection really exist?

On the face of it, network answer machine detection sounds very exciting. It offers the ability to detect answer machines through ISDN messages before the call is answered. It has been hard to get facts about how well it works, and even if it actually exists. We asked a number of suppliers and consultants for [...]

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