Go BackConsulting Q&As
Articles 16 to 30 of 88
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
How can a tool that provides real time reporting of agents' performance impact on the overall performance of the business?
BY SHARON RUSHWORTH, COMMERCIAL MANAGER, TSC What inspired the development of this innovative tool? Any business that stands still is destined to fall behind. And it was from listening to and learning from our people that TSC was inspired to develop a tool that would revolut ... read moreDate - 14/03/2008
Category - Management Clinic
Outsourcing offshore: Paradise or Peril?
Comment from Stuart Mackie, Business Development Director at Genesys Telecommunications Once again, issues of offshoring and outsourcing are in the news - Datamonitor suggests that more UK companies are now looking to outsource their customer services, and there are regular reporte ... read moreDate - 07/03/2008
Category - Outsourcing Clinic
“Getting Unified Communications right from the start”
By Tony Butler, Chief Technology Officer, Intact Integrated Services Only this week the BBC's Breakfast News ran another story about just how unhappy UK consumers are with the service that organisations provide though their customer contact centres. Amidst all the doom and ... read moreDate - 29/02/2008
Category - Technology Clinic
Analytics: Delivering the Why behind the What
by Rob Wint, EMEA Marketing Director, Verint Systems www.verint.com Contact centres produce more data than just about any other part of the business - data that tells you what is going on in your contact centre, but often not why you get the results you do. Speech and data analytic ... read moreDate - 22/02/2008
Category - Technology Clinic
Building a successful, fully-costed business case for Workforce Optimisation projects
By Adam Faulkner, Director, Sabio. Contact centre managers and the board know that research shows that 67 per cent of overall contact centre costs are associated with staff.Through optimising the management and development of employees, and by focusing on the success of their inter ... read moreDate - 21/02/2008
Category - Technology Clinic
How to Be an Effective Coach
In the majority of contact centers, coaching means taking the time to develop a team member's skills by teaching, communicating, and measuring their success. To become an effective coach, you have to approach a coaching program with discipline and the appreciation for the val ... read moreDate - 19/02/2008
Category - Management Clinic
How to Minimize Call Centre Fraud and Keep it Compliant
With the large number of regulations being placed on corporations around the globe, many businesses struggle with managing data and keeping it compliant. Organizations that record customer interactions for compliance or quality assurance have an additional challenge of ... read moreDate - 19/02/2008
Category - Management Clinic
Consolidation nation
All contact centre managers want to improve customer service, utilise resources more efficiently and reduce overall costs. The consolidation of customer interaction technology infrastructure provides the answer, argues Martin Granger, business development director for CosmoCom. ... read moreDate - 01/02/2008
Category - Management Clinic
Interactive Intelligence: Keeping the wheels of communication turning at Raleigh
As one of the world's best-known name in cycling and leading brands in the UK much has happened at Raleigh in recent years. "For over 120 years, Raleigh has designed and manufactured market-leading cycles in the UK," confirms business systems manager, Barrie Ti ... read moreDate - 25/01/2008
Category - Technology Clinic
Using strategic list management to maximise collections
Many consumers and businesses today face a precarious balancing act between covering basic living/operating costs and paying debts, especially as they know that when unforeseen circumstances occur, those carefully laid plans can be thrown completely out of kilter, leading to debts spira ... read moreDate - 11/01/2008
Category - Management Clinic
Six tips for effective flexible working
In April 2003, the UK Government introduced an employment law that gave parents of children under 6, or parents of disabled children under 18, the right to request a flexible working arrangement. Employers now have a statutory duty to consider such applications seriously. Th ... read moreDate - 07/12/2007
Category - Facilities Clinic