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Sam Collins | 
18th Jan 2012 at 12:09 | 213 views | 
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By John Everhard, Technical Director at Pegasystems
18th Januaary 2012 - A lot has been said about the importance of customer experience for improving customer retention, satisfaction and boosting sales. But, when we asked researchers to explore the views of UK consumers and business decision makers on customer service at the end of last year, we found a significant gap between what businesses are offering and what consumers actually need.
While almost half of the surveyed organisa...
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Sam Collins | 05th Jan 2012 at 17:05 | 226 views | 0 comments(s)
Agent Scripting that Doesn’t Sound … Scripted!
By Gideon Hollander, CEO of Jacada Inc.
5th January 2012 - As companies work to ensure a consistent and positive customer experience, they are turning more and more toward scripting technologies to guide their contact centre agents through calls. This guidance can come in the form of an actual verbal “script”, as well as the steps necessary to progress through the call – in essence, the next best action to take.
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Sam Collins | 05th Jan 2012 at 17:01 | 205 views | 0 comments(s)
Why CRM Can Increase Average Handle Time in Your Call Centre
By Gideon Hollander, CEO of Jacada Ltd.
5th January 2012 - Customer relationship management (CRM) systems are powerful. And complicated.
Chances are, your call centre agents use a CRM tool as one of the many applications on their desktop today. And it’s likely the CRM system serves as one of the primary “go to” applications utilized during a customer interaction. Which begs the question: Why is my average han...
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Sam Collins | 23rd Nov 2011 at 12:29 | 404 views | 0 comments(s)
By Gideon Hollander, CEO of Jacada Inc.
There is little doubt “cloud computing” is the buzzword du jour. One only needs to attend an industry trade show or read an IT publication or analyst report, and it will be evident that the world has “gone cloud,” or at a minimum, is rapidly moving to the cloud. Indeed, software vendors proudly boast of their cloud offerings, extolling the evils of “on-premise” software and systems.
We say, not so fast.
The real...
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Sam Collins | 22nd Nov 2011 at 12:36 | 325 views | 0 comments(s)
22nd November 2011 - The importance of sales training in a call centre/telesales environment is something that is often underestimated. Here, Russell Ward explains the need for this type of skill development in the industry, based on his previous experience.
Following last month’s Top 50 Call Centre Workshop seminar, sales performance consultancy Silent Edge – (http://www.silentedge.co.uk/) - has shone a light over an often neglected area in telesales and customer service operati...
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Sam Collins | 18th Oct 2011 at 12:32 | 349 views | 0 comments(s)
By Dean Couchman, Resource Planning Consultant, GMT Corporation
Although studies show that workforce management (WFM) solutions can improve customer experience and employee morale, as well as reduce costs, many businesses shy away from implementing these solutions in their contact centres. In this post, I’ll review and demystify the five most common misconceptions businesses have about WFM solutions with the hope that businesses can start to realize the true potential of WFM.
1. ...
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Sam Collins | 18th Oct 2011 at 12:28 | 329 views | 0 comments(s)
By Karl Judd, Business Development Manager of GMT Corporation
At a Skegness Town Council meeting earlier this year, councillors questioned the town’s police inspector on how his staff would maintain policing levels in the wake of significant staffing cuts. At the meeting, Inspector Terry Ball responded, “I would like to have more staff, but it is accepted that we need to make reductions, but that does not mean that we are going to get a reduction in service—maybe we can give...
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Sam Collins | 08th Mar 2011 at 12:38 | 655 views | 0 comments(s)
Measuring for success
By Kenneth Hitchen, Consulting Director, Sabio
They say you are what you measure, and that’s bad news for a customer service industry that has spent far too long concentrating on quantitative metrics that focused excessively on the average. However, the problem with average metrics is that they tend to hide inconsistent performance - concealing variance, and making it much more difficult to improve key measures such as quality and adherence.
We all recognise the cl...
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Sam Collins | 03rd Mar 2011 at 12:17 | 531 views | 0 comments(s)
In the eyes of most businesses, enterprise video communication has failed to live up to expectations. However, the hardware and software capabilities within an enterprise are more than ready to handle a full video revolution. If the technology works, why is video not an everyday part of working life, asks Manish Sablok, Director-Marketing, Alcatel-Lucent Enterprise.
Video calling has been a possibility since Bell Labs first launched The Western Electric Picturephone in 1956. But while consumers...
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Sam Collins | 07th Oct 2010 at 11:50 | 1045 views | 0 comments(s)
Directors' Club Webinar: Customer Service Leadership Series, Part 1
If you missed the live Directors' Club Webinar on the subject of First Call Resolution, you can watch the recording of the session by clicking below:
https://directorsclub.webex.com/directorsclub/lsr.php?AT=pb&SP=EC&rID=8642017&rKey=2de72553a15af821
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Jon Snow | 04th Mar 2010 at 15:44 | 1035 views | 0 comments(s)
Transforming Customer Experience
A top-down focus on customer experience is transforming organisations, both in the private and public sectors. And in turn it is transforming how organisations view and value their contact centre operations.
The siloed customer service and telemarketing functions, which are still all too common, are now being correctly recognised by senior management as vital components of an integrated customer experience strategy.
But what is a customer experience strategy?...
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