Technology
Call Centre Technology
Are virtual reality characters or avatars really the best way to give customer service?
Andrew Mennie explains how the technology can be used in call centres and Matthew Brown takes a look at the avatars already in use.
Finding the right music on hold strategy can be difficult, especially when customers can now complain instantly via social media if they don’t like a particular song. Matthew Brown looks at Twitter to find out what customers really think about the music they listen to while on hold.
(Read more...)
CRM used to be the flavour of the month, but of late it has fallen from grace. Richard Snow looks at the future of CRM and where it goes from here.
(Read more...)
Effective use of workforce management can be a difficult balance to find, and to get the best from it, you’ll want to avoid these deadly sins of WFM.
(Read more...)
It can be unnerving to answer the phone to a recorded message. But automated outbound voice calls can save money for call centres and have some interesting uses.
Matthew Brown looks at the good, the bad and the ugly of automated outbound voice calls.
Here is a nifty example of an Erlang calculator that has been sent in by Phil Wright.
This calculator is a bit more sophisticated than our Excel-based Erlang calculator in that it provides extra figures such as the percentage of abandoned calls and the number of calls that are not answered within the time-to-answer threshold.
SIP (Session Initiation Protocol) is helping contact centres to transform the way they communicate by providing an affordable, reliable, and simple alternative to the desk phone. We asked a panel of experts for their views on how SIP is changing the contact centre.
(Read more...)
We’ve all tried to play around with call routing strategies, perhaps dabbling with multi-site or skills-based routing. But is there something more innovative out there? Jonty Pearce investigates.
(Read more...)
Call centres have been looking at social media for some time.
Keith Pearce outlines here ten different ways organisations can use social media to gain a competitive edge.
This week we look at how police forces across the country use workforce management solutions to support their contact centre or control-room function.
(Read more...)Find out today about Storacall’s flexible, reliable and low cost call recording solutions backed by over forty years experience.
www.storacall.com
What do the new Ofcom guidelines mean for your predictive dialler operation?
www.rostrvm.com
- The Top 10 Call Centre Software
- How to set up a call centre
- The Top 10 Call Centre Technology for 2009 - the results
- 11 tips for effective email management
- Free call monitoring form
- How to right the wrongs of IVR
- The Call Recording and Analytics Reference Guide - Version 3
- Special Feature on Outbound Dialing
- What exactly is a "360-degree view of the customer"?
- 28 Hot Tips to improve your IVR
- AVP Customer Service - Credit One Bank (Wednesday 08 Feb)
- Customer SerVICE Manager - Star Gas (Wednesday 08 Feb)
- Contact Centre Manager - Affinion International Ltd (Wednesday 08 Feb)
- Customer Care Manager - Family Mosaic (Wednesday 08 Feb)
- Senior Manager - Bryson Energy (Wednesday 08 Feb)
- CEO - Callnovo (Wednesday 08 Feb)
Forum
- MHarris123 on Looking for Software Solution in Germany
- MHarris123 on What system do call centers use to call out?
- QALoz on Introducing Quality into Induction Training
- G1508 on Outsourcing inbound multilingual service/sales calls
- c.coxall on Dress Codes In Call Centre
- kga1978 on Introduce yourself
Comments
- Dave W on Free Excel Erlang Calculator
- Judy Caroll on Top Tips for appointment setting
- Aaron Gourlay on Do call centres discriminate against older workers?
- Julie B on Answers: The best games for a call centre
- Oli on Be careful with outbound security















