Technology - Page 2

This forum is for the discussion of call-centre related technology.
Subject Author Created Views Posts
Ring fenced adviser training and development Anon 16th Oct '14 315 6
How do you manage your agent/skill groups? Alex 9th Jan '02 303 5
Aspect ACD - Changing States. Simon 11th Apr '02 293 15
Measuring Success of Self -Service FAQs Cingram 4th Jul '12 290 3
Costing of Dialer JP1912 11th Sep '09 287 6
Integrating two contact centres navrsale 9th Sep '11 279 4
Diallers for B2B klw 2nd Nov '09 278 4
Changing Helpdesk Software - Other Solutions? janemidwood 17th Aug '17 277 2
Screen Recording for Quality Assurance Dave 18th Jul '18 277 3
High Call Drop Issues Anon 9th Nov '15 271 10
WFM systems - the good and the bad Lauren 20th Aug '10 266 9
transferring calls between ACD Dawid 15th Feb '19 259 2
IVR - What do YOUR customers really think? David 6th Jun '01 257 36
Where to get a Software Predictive Dialler? Ali 19th Dec '05 252 14
Avaya CMS supervisor V12 Scott 3rd Jul '07 252 5
Experiences with Queue Buster SW Cornelia 28th Oct '04 241 5
A Conversation on... Contact Centre Wallboards Zylene 11th Mar '03 240 9
Data Pimping Dave 17th May '08 237 11
Typing skills Anon 30th Jul '14 228 3
Wireless headsets and reliability Jo 13th Jun '18 223 4
Call Back Tecnology Anon 2nd Apr '14 221 3
Secure headset Abhishek 16th Oct '03 217 8
Handsets/Headsets Anon 9th Dec '14 217 2
Hard phone vs Soft Phone and Stratsoft Jeremey 9th Nov '05 196 4
call center terminology dinakar 20th Aug '02 194 3
Do Hosted Dialers Power Dialers exist for one man operations? PowerTaylor 20th Oct '11 191 4
Workforce Managament Software Selection Fatheela 31st May '01 181 8
Knowledgebase Software Kiwi65 5th Feb '10 180 3
AHT in back office tasks Sarah 11th Dec '19 179 2
What technology is your callcentre using? Jim 13th Jul '01 178 26
Processing Regular Payments/Donations for a clients Pierre 23rd Sep '11 170 4
Internet access at work - yes, no, or restricted? Jim 15th May '01 163 12
Call Analysis software Ann-Marie 23rd Apr '07 162 6
Call type logging aplication Robert 4th Feb '20 159 2
Call Delivery Technology James 29th Aug '01 156 4
Amalgamating Q-Max Workplans Jenny 30th Oct '01 156 7
Which is Better: ACD's or PBX's? Jason 4th Feb '03 151 8
Voice Recognition and the Contact Centre Dave 21st Aug '03 146 16
How do you Record Staff Appraisals? Bernie 21st Jan '05 146 22
Does monitoring improve Call Quality? Vedula 28th Jun '01 143 28
Using Dialogic Cards in the Contact Centre Paul 16th Mar '05 138 6
Predictive dialling Marianne 12th Aug '03 137 8
Call Logging Simon 12th Feb '04 135 22
Recording for coaching purposes Helen 24th Nov '05 134 6
Desktop PC or Laptop Peter 13th Mar '19 134 2
Discussing Predictive Diallers sukhminder 20th Dec '04 133 7
Call Transcription into shortened call notes for CRM S 10th Feb '20 128 2
IVR System Upgrade Advice Garry 18th Aug '03 127 10
Call centre, telemarketing software John 18th Feb '03 126 13
Front End GUI for the Definity ACD Pete 31st Aug '01 122 7
Combining a CRM System and a Dialler Matthew 2nd Oct '09 121 4
A bit to predictive !!! Mike 14th May '01 119 17
Will SMS add Value to the Contact Centre? Kavan 31st Jul '03 118 34
Voice over IP (VoIP) - any pointers??? Robin 23rd Apr '01 117 18
ACD Mail? Has anyone used it? Becky 23rd Sep '02 116 11
Suggestions for IVR Kasturi 10th Oct '03 116 6
Agent Davox Training Mayank 5th Aug '05 112 9
Davox call table filters Colin 6th Sep '05 111 10
Keeping the Contact Centre Team Productive Ravi 27th Jul '03 109 8
Shift Options for New Staff percy 6th May '04 109 9
CTI in the call centre industry Ian 29th Apr '04 108 5
CC6: Log-in Time - Whart is it the Sum of? Matthew 17th Oct '11 108 4
Calculating Average Handling Time santosh 9th Apr '04 107 3
Should Agents Self-Serve - When it Comes to Holiday Requests? Charlie 16th Nov '04 107 15
An Introduction to Voice Recording Anon 2nd May '02 106 7
Emergency call routing Ruth 4th Aug '03 104 13
Monitor the real time activity of Agents on Phone? Sandip 25th Feb '19 101 2
ACD System Counts Call Backs as Abandon Phil 25th Mar '19 98 2
Wall Boards - what are your experiences, good and bad!? Kyezer 12th Mar '12 96 9
Rota Planning in a Large Contact Centre Lisa 21st Apr '10 90 7
Should you have more than one "sub menu" in an IVR? JoR 5th May '09 89 3
CentreVu Forecasting and the Contact Centre Chris 3rd May '04 87 8
Translation tools? Dave 28th Jan '20 80 2
PAYG Customer Surveying software Sarah 12th Feb '20 52 2