Technology

Call Centre Technology

Special Feature on Outbound Dialing

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 [...]

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Using outbound calls to increase website revenues

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. [...]

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How to make a good script invisible to the customer

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.

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61 Top Tips for Workforce Management Technology

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.

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The dos and don’ts of call centre wallboards

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.

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A beginner’s guide to adherence management

All contact centre managers are familiar with the more commonplace methods of measuring performance across a contact centre such as average handling time (AHT), first-call resolution, percentage of calls abandoned, etc.
So, how can we manage to get more performance from our agents?
A new metric to add to the armoury is adherence. Andy Turner provides some [...]

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