Technology

Erlang calculator for high traffic volumes

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.

How is SIP changing the contact centre?

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.

6 innovative call routing strategies

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.

Ten ways that social media can give you a competitive edge

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.

Workforce Management and the police

This week we look at how police forces across the country use workforce management solutions to support their contact centre or control-room function.

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.

5 ways that technology can make life simpler for contact centre agents

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….

Workforce Management Reference Guide is launched

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.

How cloud computing is affecting call centres

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.

How to develop the best script for your call centre

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.