Technology

There are approximately 6,500 call centres in the UK, supporting businesses to help drive sales and growth.
But a large proportion of these are relying on old technology. New technology can make life easier for both the agent and the customer.
Paul Turner provides some pointers….

This week sees the launch of the Workforce Management Reference Guide.

What makes it different is that it has been written collaboratively by a team of people from across the industry.
Click here to visit the Workforce Management Reference Guide.

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.

Call scripting is used in around half of all contact centres.  Get it right and nobody would know that their call is being guided.  Get it wrong and the call can sound stilted.
So how can we develop the best script for a contact centre?  We asked two experts for their advice. 

This week we bring to you a special edition on outbound dialing.
This includes the third phase of the Outbound Dialing Reference Guide with a range of new and updated articles and reference material.
As part of this focus we will also be holding a Online Round Table discussion on Silent Calls – looking particularly at the [...]

The fact remains that, no matter how much you spend on website design and content, people get stuck.
If you can identify these prospects and speak to them instantly, you’ve got the opportunity to help them through the process, answer their questions and, most importantly, close the sale. And this is where outbound calling comes in.  [...]

In advance of our Call Scripting Webinar next week, Martin Hill-Wilson tells us how a great script remains invisible to the customer throughout an interaction.

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.  

A call centre wallboard (or LCD/ plasma display) is fairly inexpensive.  You can buy a display for as little as £1,000.
But before you invest that money, there are some questions you should first consider.   

We have already looked at the Top 25 positive words and phrases so we thought with speech analytics and emotion detection being in the spotlight, we would look at the key words and phrases that customers use to express their dissatisfaction.
This might help with agent training….