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Returning the Personal Approach to Customer Service through the Intelligent Customer Front Door
Most of us have had a great customer experience somewhere. It may or may not have been with a contact centre, but everyone has had a good experience at some point - at a restaurant, a pub or your local butchers. You are welcomed by name and the person welcoming you knows something about you ... read moreDate - 25/07/2008
Category - Technology Clinic
How to get royal approval for your contact centre
"In the end, probably, the training is the answer to a great many things. You can do a lot if you're properly trained." Queen Elizabeth II in 'Elizabeth R', BBC Documentary, 1992 You might not be partial to corgis and horses; you might be short on ermine. For ... read moreDate - 18/07/2008
Category - Training Clinic
In today's tightening economy, how do I turn my contact centre from a cost centre into a profit centre?
by Mark Selcow, President and co-founder of Merced Systems Many traditionally service-only operations executives have the opportunity and resources to turn their organizations into revenue-generating engines. In the face of a constricting global economy, more and more operati ... read moreDate - 10/07/2008
Category - Management Clinic
Helping contact centre employees to live and learn
HeroTSC introduces staff to a world of e-learning at work and home By Tracey Smith, Head of Learning and Development at HeroTSC In the fast changing environment of the contact centre industry, it is pivotal that advisers, team leaders and managers are equipped with the skills ... read moreDate - 03/07/2008
Category - Technology Clinic
What are your contact centre agents really thinking?
Ten key lessons to be learnt from Sabio's new 'Voice of the Contact Centre Agent 2008' survey conducted by YouGov By Kenneth Hitchen, Consulting Director, Sabio Contact centre agents are at the heart of every customer interaction, and it's our belief at Sabi ... read moreDate - 27/06/2008
Category - Management Clinic
How did Dixons improve the handling of over 56,000 monthly customer calls with speech recognition technology?
1.) Tell us about Dixons. Dixons Stores Group trades under the brands, PC World, Dixons and Curry's, and is the largest electrical retailer in Ireland. It is part of Dixons Stores Group International (DSGI) plc, a multi-brand business to business, and business to consumer organis ... read moreDate - 17/06/2008
Category - Technology Clinic
Meeting the multi-channel challenge - delivering the channel choice that customers increasingly require
Helen Murray, Director of Consulting at Verint Consulting explains how organisations can ride the 'channel shift' www.verintconsulting.com When it comes to discussing the role that multi-channel should play in an organisation's customer strategy, two questions alw ... read moreDate - 11/06/2008
Category - Management Clinic
The Top Three Strategies for Improving First Call Resolution
By David Holmes, Senior Vice President of Global Marketing, Jacada. Metrics are nothing knew to customer service professionals. Most of you are measuring more than your fair share of TLAs (Three Letter Acronyms): AHT, FCR, ASA.the list goes on. However, we'll argue that Fir ... read moreDate - 06/06/2008
Category - Technology Clinic
How do you unlock the business benefits from a major Unified Communications project within your customer service environment?
by Bob Dalton, Managing Director, Intact IS (Integrated Services) Ltd There's been a lot written already about Unified Communications - how it enables organisations to seamlessly integrate their inbound and outbound voice applications with Internet applications such as real-time ... read moreDate - 28/05/2008
Category - Technology Clinic
People-driven real time service
There's never been a time when competition has been more intense; nor when maximising the value from each customer contact more important. For many organisations, the harsh reality of operating in today's business world is not only that you can't afford to lose existing cu ... read moreDate - 22/05/2008
Category - Technology Clinic
Typical or exceptional service? It's your call
Brits are the most likely consumers in Europe to switch suppliers because of a bad contact centre experience. It's shocking but - according to the 2007 Aspect Index Contact Center Satisfaction-Europe study - absolutely true. 46 percent of European consumers who stated they we ... read moreDate - 14/05/2008
Category - Technology Clinic
Council contact centres need to get smarter
Recent National Consumer Council (NCC) research indicates just how far public sector contact centres have to go before they can claim to deliver truly customer-centric services. The study, released in January 2008, suggests that many citizens are getting a raw deal from governmen ... read moreDate - 08/05/2008
Category - Technology Clinic
Interactive Intelligence Case Study - Abtran
Introduction to Abtran Cork-based Abtran is a leader in business process outsourcing for customer contact management and back office processes. The company deals with clients both in Ireland and abroad and works with blue chip companies in the commercial sector, utilities and Gov ... read moreDate - 18/04/2008
Category - Technology Clinic
New Interaction Channels: Pull Not Push
Keith Pearce, EMEA Marketing Director, Genesys Telecommunications In today's competitive environment achieving differentiation can be challenging, and listening to the voice of the customer is crucial. A recent worldwide survey of over 4,200 consumers commissioned by Genesys re ... read moreDate - 11/04/2008
Category - Technology Clinic
How can contact centres rise to the challenge of retaining staff in an industry with a characteristically high staff turnover rate?
BY LINDA HOLDEN, GROUP HR DIRECTOR, TELECOM SERVICE CENTRES LIMITED (TSC) Recruiting to fill vacant contact centre posts is not rocket science - that's the easy part. The on-going challenge, however, is to be able to identify the people who will enjoy the job and view it as an at ... read moreDate - 04/04/2008
Category - Management Clinic