Comments on: The five most flopped customer service technologies http://www.callcentrehelper.com/the-five-most-flopped-customer-service-technologies-4632.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: gaurav patel http://www.callcentrehelper.com/the-five-most-flopped-customer-service-technologies-4632.htm/comment-page-1#comment-27323 gaurav patel Sun, 30 Aug 2009 14:48:35 +0000 http://www.callcentrehelper.com/?p=4632#comment-27323 as you have to use more emerging technologies such as skype and blogs and other free services so that you and your customers will reach you very easily.. your employee must know how to use technology and they must know each and every amendment of the company police. this things help you more.... as you have to use more emerging technologies such as skype and blogs and other free services so that you and your customers will reach you very easily.. your employee must know how to use technology and they must know each and every amendment of the company police. this things help you more….

]]> By: Customer Care, Service & Support http://www.callcentrehelper.com/the-five-most-flopped-customer-service-technologies-4632.htm/comment-page-1#comment-25482 Customer Care, Service & Support Fri, 07 Aug 2009 08:49:09 +0000 http://www.callcentrehelper.com/?p=4632#comment-25482 Customer Care Service needs constant improvements and have to give attention primarly to the customers opinions because, exact or wrong, give often good inputs to work and correct direction Customer Care Service needs constant improvements and have to give attention primarly to the customers opinions because, exact or wrong, give often good inputs to work and correct direction

]]> By: Daman http://www.callcentrehelper.com/the-five-most-flopped-customer-service-technologies-4632.htm/comment-page-1#comment-25417 Daman Thu, 06 Aug 2009 08:53:04 +0000 http://www.callcentrehelper.com/?p=4632#comment-25417 I would like to draw up a training plan for the call centre of a medium sized bank. Can you help me draw up the training plan? This is an urgent need by Snr. Mgmt. I would like to draw up a training plan for the call centre of a medium sized bank. Can you help me draw up the training plan? This is an urgent need by Snr. Mgmt.

]]> By: martin Hill-Wilson http://www.callcentrehelper.com/the-five-most-flopped-customer-service-technologies-4632.htm/comment-page-1#comment-24956 martin Hill-Wilson Fri, 31 Jul 2009 08:16:21 +0000 http://www.callcentrehelper.com/?p=4632#comment-24956 Have to join the general disagreement. Speech enabled IVR is starting to cook as both security (the ID&V aspect of it) and call avoidance (for live agents) grows as issues that need solutions. It is true that the UK is especially cautious over speech solutions relative to Australia and US. But high profile deployments like the DVLA is chnaging that. Better to predicate all these with a more accurate statement that the gap between the industry's timescale and the brands adoption is and always will be wide of the mark. Have to join the general disagreement. Speech enabled IVR is starting to cook as both security (the ID&V aspect of it) and call avoidance (for live agents) grows as issues that need solutions.

It is true that the UK is especially cautious over speech solutions relative to Australia and US. But high profile deployments like the DVLA is chnaging that.

Better to predicate all these with a more accurate statement that the gap between the industry’s timescale and the brands adoption is and always will be wide of the mark.

]]> By: Martin Catchpole http://www.callcentrehelper.com/the-five-most-flopped-customer-service-technologies-4632.htm/comment-page-1#comment-24928 Martin Catchpole Thu, 30 Jul 2009 22:15:16 +0000 http://www.callcentrehelper.com/?p=4632#comment-24928 Is this guy for real the homeshoring market in the UK has just gone balistic and with more and more companies trying it and with many many American Blue Chip Clients taking advantage of it then I suggest this guy goes back to school - I actually run a Homeshoring Operation and its expanded 600% in the last 9 months alone . Regards Is this guy for real the homeshoring market in the UK has just gone balistic and with more and more companies trying it and with many many American Blue Chip Clients taking advantage of it then I suggest this guy goes back to school – I actually run a Homeshoring Operation and its expanded 600% in the last 9 months alone .

Regards

]]> By: laurin mcdonald http://www.callcentrehelper.com/the-five-most-flopped-customer-service-technologies-4632.htm/comment-page-1#comment-24896 laurin mcdonald Thu, 30 Jul 2009 14:46:06 +0000 http://www.callcentrehelper.com/?p=4632#comment-24896 For someone who works in the technology space, Keith seems to have a strange definition of the word. Since when were 'outsourced customer service' & 'homeworking' technologies? Very strange.....! Neither does it seem to me that 'homeworking' has ever been offered as a panacea. HOMESHORING - the intelligent deployment of customer service using home based workers - indeed is relatively new and should always be part of the mix. For someone who works in the technology space, Keith seems to have a strange definition of the word.

Since when were ‘outsourced customer service’ & ‘homeworking’ technologies?

Very strange…..!

Neither does it seem to me that ‘homeworking’ has ever been offered as a panacea. HOMESHORING – the intelligent deployment of customer service using home based workers – indeed is relatively new and should always be part of the mix.

]]> By: The Customer Authority » Blog Archive » Call Center Technology Not Always the Next Best Thing http://www.callcentrehelper.com/the-five-most-flopped-customer-service-technologies-4632.htm/comment-page-1#comment-24892 The Customer Authority » Blog Archive » Call Center Technology Not Always the Next Best Thing Thu, 30 Jul 2009 13:58:06 +0000 http://www.callcentrehelper.com/?p=4632#comment-24892 [...] brings me to the article I wanted to share today. It happens to be about five least successful call center technologies. [...] [...] brings me to the article I wanted to share today. It happens to be about five least successful call center technologies. [...]

]]> By: Eamon Goodfellow http://www.callcentrehelper.com/the-five-most-flopped-customer-service-technologies-4632.htm/comment-page-1#comment-24891 Eamon Goodfellow Thu, 30 Jul 2009 13:36:29 +0000 http://www.callcentrehelper.com/?p=4632#comment-24891 I presume Keith means Off-shoring rather than Outsourcing Customer Service in his point? I presume Keith means Off-shoring rather than Outsourcing Customer Service in his point?

]]> By: Roger Smith http://www.callcentrehelper.com/the-five-most-flopped-customer-service-technologies-4632.htm/comment-page-1#comment-24890 Roger Smith Thu, 30 Jul 2009 13:29:55 +0000 http://www.callcentrehelper.com/?p=4632#comment-24890 I think the view that outsourcing "flopped" is a bit wide of the mark. According to Frost & Sullivan and analysis in the EMEA Contact Outsourcing Markets, the market earned revenues of $15.2 billion and anticipates that this will reach $19.9 billion in 2014. This mirrors what we see where customers are increasing asking us about large scale backhaul of calls and region wide single virtual ACD queues. I think the view that outsourcing “flopped” is a bit wide of the mark. According to Frost & Sullivan and analysis in the EMEA Contact Outsourcing Markets, the market earned revenues of $15.2 billion and anticipates that this will reach $19.9 billion in 2014.

This mirrors what we see where customers are increasing asking us about large scale backhaul of calls and region wide single virtual ACD queues.

]]> By: Rich Rosen, FastCall411 http://www.callcentrehelper.com/the-five-most-flopped-customer-service-technologies-4632.htm/comment-page-1#comment-24827 Rich Rosen, FastCall411 Wed, 29 Jul 2009 17:04:58 +0000 http://www.callcentrehelper.com/?p=4632#comment-24827 Keith - Which of these are permanent flops and which do you think we will see a resurgence? Click-to-call, for example, is prevalent in mobile and presents less change of consumer behavior (user does not enter their call back number.) Keith – Which of these are permanent flops and which do you think we will see a resurgence? Click-to-call, for example, is prevalent in mobile and presents less change of consumer behavior (user does not enter their call back number.)

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