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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
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
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
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
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
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
Retail banks need to offer a personalised customer service to stand apart from the competition
A report from Datamonitor states that with larger financial services firms come broader product portfolios. Therefore synergies and organic growth depend on generating sales across different product types - i.e. up- and cross-selling to existing customers - and establishing high customer l ... read moreDate - 23/11/2007
Category - Management Clinic
Your customers are calling. But do you know why?
To be successful, contact centres must be both effective and efficient. 'Effective' at meeting key objectives (from delivering high quality service, to resolving a high percentage of customer queries first time, to resolving technical issues) as well as 'efficient' in terms ... read moreDate - 16/11/2007
Category - Management Clinic
How can today's call centre remain competitive in the face of offshoring?
Over the last few years there has been a lot of discussion on the subject of outsourced offshore contact centres and the potential cost savings and efficiencies they may bring. But moving a contact centre offshore is not the only way of making them more cost effective. Alex Donnelly, portfo ... read moreDate - 09/11/2007
Category - Management Clinic
From customer satisfaction to brand loyalty
The market has moved a long way beyond traditional CRM technology solutions. Keith Pearce, EMEA Marketing Director at Genesys Telecommunications, examines the complex relationship between satisfied customers, customer loyalty and brand management enabled through a dynamic contact centre ap ... read moreDate - 02/11/2007
Category - Management Clinic
Making the emotional connection with customers
Customer loyalty is the make-or-break for most businesses. If customers do not keep coming back to you, and are not advocates of your organisation, then churn will become increasingly damaging. Mark Turner, Vice President and Managing Director, Genesys UK and Ireland, identifies how a dynam ... read moreDate - 26/10/2007
Category - Management Clinic
What does my business need to do about Business Intelligence?
Comment by Faraz Khan, Business Development Director, ProtoCall One: Business Intelligence (BI) is the subject du jour with IT vendors - so much so that they tend to assume all businesses fully understand what BI is and that they are well on the way to implementing BI solutions. Thi ... read moreDate - 12/10/2007
Category - Management Clinic