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Identifying the key technological developments that will impact contact centres over the next five years?
By Richard Ray, Director of Operational Consultancy, Verint Consultancy The hard reality of today's business economy is that the most successful customer service organisations are those that successfully balance service quality, efficiency and effectiveness with the pressures o ... read moreDate - 19/12/2008
Category - Technology Clinic
Why Call Centres must provide the voice of reason
By Guy Shackleton, International Marketing Manager Intervoice/Convergys In today's "Credit Crunch" environment, the need for operational efficiencies within the Call or Contact centre whilst maintaining high levels of customer satisfaction and retention is a juggling act t ... read moreDate - 12/12/2008
Category - Management Clinic
Building the Virtual Contact Centre
By Simon Gresswell, director, ProtoCall One Q1. Why is Virtual Contact Centre (VCC) finally coming of age? Advancements in technology have been key to making Virtual Contact Centres viable in recent years. Developments in IP Telephony, Wide Area Networks, video confe ... read moreDate - 05/12/2008
Category - Technology Clinic
Delivering exceptional customer experience via the contact centre
Contact centres are supposed to maximise and protect an organisation's greatest asset - the customer, so why are some still getting it so horribly wrong? Joe Brown, RightNow's EMEA General Manager puts forward 8 top tips to ensure the customer, and indeed agent, are happy. In ... read moreDate - 28/11/2008
Category - Management Clinic
Q: 'Why is outsourcing attractive during an economic downturn?'
By Nalin Tikkoo, Managing Director at Converso Contact Centres A: The latest figures from the Bank of England have confirmed that the economy is now technically entering a recession. How long it will last is debateable but one thing we can be sure of, companies will be looking ... read moreDate - 20/11/2008
Category - Outsourcing Clinic
How to anchor your IT service management during times of change
By Brenda Iniguez, Americas Service Management Services Director, FrontRange Solutions When it comes to times of change; whether new business, mergers & acquisitions or downsizing, maintaining customer focused Service Management can be a real challenge. Typically an o ... read moreDate - 14/11/2008
Category - Technology Clinic
Unlocking the hidden sales potential of your Customer Service Representatives
With the right tools, processes and metrics, customer-facing organisations can now benefit from the untapped sales potential of their Customer Service Representatives, says Guy Tweedale, SVP of EMEA Operations at Jacada, leading to higher revenues, greater staff productivity, and increased ... read moreDate - 07/11/2008
Category - Management Clinic
Can I have skills routing without a huge investment in software licences and additional technology?
By Tom Pienaar, Intuit Consulting Can I have skills routing without a huge investment in software licences and additional technology? Yes. Innovative technology suppliers are now fast responding to market demands for flexible, cost-effective software options for ... read moreDate - 31/10/2008
Category - Technology Clinic
BPO: The ride from cost to innovation
Evolution from cost to quality has been the key characteristic of the BPO industry in the early 2000s. This is the phase when BPO players started to adopt quality standards like COPC®2000 and ISO 9001:2000. A key stipulation of this phase is the ability to meet stringent SLAs' where ... read moreDate - 24/10/2008
Category - Technology Clinic
The effect of the new Smartphone launch on the Mobility market
Dave Paulding, Regional Sales Director UK and Africa for Interactive Intelligence explains how the launch of the iPhone and the Blackberry Bold is changing the face of mobile client solutions. The release of the iPhone 3G and Blackberry Bold handsets has made awareness and acceptan ... read moreDate - 17/10/2008
Category - Technology Clinic
The impact of green issues on the contact centre market
by Lisa Olafsdottir, senior consultant, Cirquent Much has been written in recent months with regard to the urgent need to reduce carbon emissions. This has been further highlighted by various worldwide movements such as the ... read moreDate - 10/10/2008
Category - Technology Clinic
What does multi-channel mean for contact centres?
By Faraz Khan, managing director, ProtoCall One Q1. What is 'multi-channel'? The term 'multi-channel' with regards to business communications simply refers to the different communications channels that a company uses to reach and be reached by. In this s ... read moreDate - 03/10/2008
Category - Technology Clinic
How engaged are your staff?
When we talk about engagement we are talking about commitment. This is significantly deeper than an employment contract where people come to work to do a job and get paid for it. We are exploring how to build engagement in our staff more and more. We spend money on building an employer bran ... read moreDate - 26/09/2008
Category - Management Clinic
Contact centres have an increased role to play in the economic downturn
Britons defied the credit crunch by spending more than £4.8 billion online last month, the equivalent of £79 per person, according to figures revealed last month by IMRG and Capgemini. The analysts said the figures were further proof the credit crunch has simply force ... read moreDate - 19/09/2008
Category - Management Clinic
The Top Five Reasons to simplify your Customer
Whether you have 1 application or 25, you are still dealing with complexity By Guy Tweedale, Senior Vice President of European operations, Jacada. Desktop Complexity is a relatively new problem. As little as ten years ago, the typical customer service desktop was not so comple ... read moreDate - 12/09/2008
Category - Technology Clinic