Technology

Call Centre Technology

“I know what my problems are…but I don’t know how to solve them”

Graham Chick makes the case for live on-call monitoring.

What to look for when buying a cloud-based contact centre?

Cloud-based contact centres seem to be all the rage. But if you are looking at a cloud-based contact centre what questions should you be asking and how can you avoid the pitfalls?

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Is email on its way out?

“Email is for old folks,” I was told recently. “The younger generation are more interested in texting, instant messaging or social media.”
So is email on its way out? We decided to ask our community.

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Contact centres hang up on speech recognition

Contact centres have given a big thumbs-down to speech recognition, according to an IVR survey carried out by Call Centre Helper.

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Can a unified desktop improve agent productivity?

Desktop set-up is often a big factor in the amount of time agents take to complete tasks in the call centre. Is a unified desktop the answer to increasing productivity? Our expert panel share their views and experience.

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How contact centres use email

Email seems to be the great contact centre taboo. Everyone is doing it, but no one is talking about it.
We recently carried out a survey to see how people were using email in the contact centre and we asked James Barnes to analyse the findings.

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Social Media Survey results

We recently asked you about how social media is used in your contact centre.
The results show that Social Media is still very small and most people are not using much technology to support it. It is also still in the hands of the marketing department.

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Who will you call in 2022?

In ten years, how will organisations interact with their customers?
Dani Muir explores how a member of the public might contact an organisation in 2022.

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The Call Recording and Analytics Reference Guide – Version 3

This week we launch phase 3 of our Call Recording and Speech Analytics Reference Guide.
Follow this link to visit the Call Recording and Speech Analytics Reference Guide.

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Seven music on-hold tracks to avoid

While on-hold music has the potential to soothe, calm and appease prospective complainants, it also has the power to irritate callers to the point of tears.
Minimise the chances of unnecessary exacerbation by avoiding these seven inappropriate music on-hold tracks….

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