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Business insight and analytics

13 February 2012
In the late 90s it was common to hear friends and colleagues asking “what’s your dot.com idea?” as if a rudimentary knowledge of technology and a tad of creative thinking were the only requirements for online success. Sadly, and as many dot.coms subsequently found to their cost, that’s not the case. Fifteen years on and all the talk is of Cloud. Michael Gray wonders if history is repeating itself.
07 February 2012
Voice recognition software will never be 100% perfect because of the huge variations in accent, tone and pitch of people’s voices. But automation applications are becoming increasingly sophisticated and speech scientists are able to tweak the systems to achieve higher levels of customer service. Mark Pritchard discusses how to apply the software to the best of its ability.
02 February 2012
Dealing with complaints is one of the most contentious topics in the customer service sphere. Without an effective complaints procedure you risk making a bad situation much worse. What is more, improper handling of complaints does not just damage reputations but can also incur stiff financial penalties. Martin Scovell examines how complaints handling software can improve the management of complaint handling in your organisation.
30 January 2012
Efficiency and effectiveness should not be odds with each other and can exist harmoniously. The reward for achieving this balance, says Craig Pumphrey , is a contact centre where average handle time is reduced, first call resolution is improved, cross-sell and up-sell is increased, customer loyalty is strengthened and process compliance is adhered to.
25 January 2012
There are few more frustrating phrases than “could you give me your account number again please” and “sorry but I can’t access your details right now, they’re on another system”. It’s no wonder people get so frustrated with call centre service. Carl Adkins discusses poorly integrated desktop systems and the benefits of a speedier and more efficient CRM.
23 January 2012
Now no longer just hype, cloud-based communication is the new hot topic driving cloud computing. Voice applications, such as Unified Communications, VoIP and also contact centre solutions, are being transferred to external data centres. Kathryn Penn takes a look at the advantages of cloud-based solutions in the contact centre.
19 January 2012
While the occasional CRM headache is likely to be ignored, persistent symptoms and other aches and pains must be examined and treated. Businesses can experience key symptoms in specific areas which individually may seem small, but combine to reduce overall performance and customer satisfaction. Darron Walton presents his ten secrets to keeping your CRM system in rude health.
05 December 2011
The way a company uses data can be crucial to the customer experience. But how do you make sure you are using it effectively? You don’t need to continually pursue the Holy Grail of the single view of the customer, says James Le Roth . You can still get value from data by using it in the right way.
28 November 2011
Successful customer service organisations will be looking to technology to help optimise their contact centre performance during 2012. Stuart Dorman , believes that the best way to do this is by adopting a phased approach where the benefits achieved from one deployment roll forward to help fund the next stage of the project. Here are Stuart’s top ten tech trends for next year.
16 November 2011
The right helpdesk software for your customer service management endeavours can go a long way to improving customer satisfaction. In turn, customer service teams and businesses will benefit from enhanced systems. We’ve all heard the mantra “the customer is king”, says Geoff Rees . So it’s puzzling to see so many organisations shoehorning inappropriate software to manage business critical tasks that impact customer service.
11 November 2011
Building a meaningful relationship with callers can drive customer loyalty and improve brand reputation, but how can you make sure you’re hearing what your customers are telling you?

Helen Murray reveals five secrets for making sure you get the best business insight from call analysis.
07 November 2011
Despite huge technology advances, the customer contact industry is still very much about people.

In ' What is augmented service? Part one ' Michael Gray explained AR Technology and the impact it will have on the sales and marketing industry. In part 2 he examines the role of AR Technology within the service industry.
04 November 2011
Despite huge technology advances, the customer contact industry is still very much about people. 79% of all contacts involve a person speaking to another person on the phone according to ContactBabel .

In the first of a series about customer contact technology , Michael Gray explains AR technology and the impact it has had on the sales and marketing industry.
12 October 2011
Rufus Grig , CTO, Azzurri, debunked some myths at his session on cloud based solutions at the Call Centre Focus Conference on Tuesday.

First of all came a shock for everyone still waiting for the arrival of cloud computing. "The cloud is already everywhere"
12 July 2011
For many years, Ofcom has been trying to clampdown on the misuse of automated calling systems or predictive diallers by some call centres.

Their work centres on the dreaded silent call. Trevor Richer says users of predictive diallers should take their responsibilities more seriously.
22 February 2011
Imagine starting your year with the FSA handing you and your business a fine of £2.8million for mishandling customer complaints. Richard Pawlyn highlights the importance of manging risks.
24 November 2010
The contact centre market has been responsible for driving the development of voice recording globally. Paul Manyweathers discusses the compliance regulations within the financial sector.
11 October 2010
Matt Garman explains how xRM is the next generation of CRM and could be the answer to making your company more streamlined and athletic enough to survive hard times.
25 August 2010
If you are ever to get the most out of your CRM system, it's essential to get the initial implementation right, says John Cheney. The way you structure your data and processes at that crucial first stage will determine how effective the system will be.
01 August 2010
Sabio Director Adam Faulkner untangles some of the confusion around enterprise mashups, and shows how the technology can be put to use successfully within todays contact centres.
16 July 2010
Advances in phonetic analysis means speech technology is no longer hindered by accents and vernacular. Paul Golden examines what's new in voice recognition.
11 February 2010
Sure, I dont mind sitting in all day for a delivery. Our expert answers your customer service dilemmas.
28 January 2010
Back in the day, 90 per cent of branding stopped with the purchase of a product or service. But today, the entire customer experience contributes to branding. Andrew Cohen talks branding.
04 January 2010
The huge quantities of data which lurk inside any online business can appear quite threatening to the marketer who glimpses this apparent monster. But Speed-Traps vice president marketing and operations Malcolm Duckett argues there can be big rewards for those prepared to harvest this information.
07 September 2009
Customers are refusing to use automated speech systems and instead go online to find answers to their questions. There's no doubt that organisations have turned to speech automation in a move to save money.