|
How to.. improve service with CRM
How to... choose the right workforce management software
How to... minimise call centre fraud
How to.. warm up the cold call
How to... make Web 2.0 work to your advantage
Easy as ABC: Benefiting from Intelligent Call Steering (ICS)
How to... minimise the threat from within
How to... roll out IP telephony in your call centre
|
Despite the common key word in their names, customer relationship management (CRM) and customer service technologies don't work together at most companies in a way that will maximise sales opportunities and service levels. Tim Moynihan from Envox Worldwide offers some hints on how to make it work smoothly.
There are many concerns regarding homeshoring, including data protection, security and the cultural issues of a supervisor not being able to ‘oversee’ staff. Carl Adkins, MD of contact centre software specialist Infinity CCS, claims it isn’t hard to take measures to combat them.
Deciding which workforce management system to choose can be a daunting task. Here David Jones from Q-Max Systems Ltd offers some top tips to help you evaluate the best solution for your call centre.
With the large number of regulations being placed on companies around the globe, many businesses struggle to manage data and keep it compliant.
Telemarketing is one of the most effective routes to the market. Here are the top five tips for effective cold calling and making it work within your contact centre.
The advent of Web 2.0 technologies provides organisations with the ability to radically change how they interact with their customers
Learn the ABCs of Intelligent Call Steering (ICS). A - Ask what your customers want (in their words, not yours) and transfer them to the most suitable resource to deal with their call
Behind every PC lies an administrative or “super power” password. Once an employee knows the password, they have the power to change anything and everything - including customer data...
The case for speech automation. A - Automation 
Breaking bad news is certainly never easy, no matter what business you’re in.
Avoiding complacency: the enemy of the customer experience. A - Articulation
Analysts predict that by 2008, Internet Protocol (IP) telephony and Voice over IP (VoIP) will be everywhere and contact centres that ignore it do so at their own risk.