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The Unified Communications Journey
With organisations heavily focused on driving efficiency and cost-effectiveness, the need for more seamless and integrated communications within business is more obvious than ever. The latest Unified Communications (UC) applications recognise these needs and combine presence and availabil ... read moreDate - 05/02/2010
Category - Technology Clinic
Telerx Dials up Better Performance Management with HardMetrics' On-Demand Analytics
Challenge: Telerx needed a cost effective, efficient way to analyze call center operations for clients and improve its own business performance. Solution: HardMetrics Performance Manager (HPM) The Customer Headquartered in Horsham, Pa., Telerx is the 15th largest U.S. ... read moreDate - 22/10/2009
Category - Technology Clinic
Voice Biometrics
By Frank Sherlock, Managing Director, International, at Convergys With 62,000 people in Britain falling victim to ID fraud in the last year, both consumers and businesses need to be more vigilant than ever when dealing with personal details. Voice Biometrics could provide the ans ... read moreDate - 13/08/2009
Category - Technology Clinic
Tech Support - an effective tool in building customer loyalty
Historically, technical support has been seen as an add-on service to help customers get started with their new purchase. However, the days of explaining step-by-step how to locate a CD-ROM drive or connect to the internet are long gone. Consumers are now much more knowledgeable when it c ... read moreDate - 19/06/2009
Category - Technology Clinic
Twenty First Century Business Intelligence
By Chris Rodwell, Head of Business Intelligence Practice, ProtoCall One ProtoCall One launched its 21st Century Business Intelligence (BI) offering for Contact Centres - OneView - in December 2008. The company provided Call Centre Clinic with a little more detail on the solution and the ... read moreDate - 20/03/2009
Category - Technology Clinic
Is WFO a set of Powerful Business Tools or just another confusing Acronym?
Sian Ciabattoni, Marketing Director EMEA, Noble Systems Workforce Optimisation (WFO) is a relatively new phrase that more and more people are using in conversations in contact centres throughout the UK. WFO, WFM, SA? These acronyms can sometimes be a little confusing to ... read moreDate - 27/02/2009
Category - Technology Clinic
Using hosted IT solutions to achieve efficiency in the contact centre
Rufus Grig, CTO, Azzurri Contact Centre Practice There are many challenges facing those in customer contact, not least the pressure of being at the forefront of a business during a period when now, more than ever, customer retention is high on the agenda for survival. The cha ... read moreDate - 20/02/2009
Category - Technology Clinic
From Complexity to Competitive Advantage
Strategic Desktop is Key to Helping Leading Mobile Service Provider Deal with Success and Customer Retention Benefits of a unified customer service desktop at Telefónica O2 UK: Average handle times have been reduced by 12% ... read moreDate - 13/02/2009
Category - Technology Clinic
What systems are available which can ensure continuous service availability and call quality for VoIP systems?
Tony Reeve, Precision Portfolio Manager at Affiniti explains how a solution from NetIQ has ensured that both in their own network operations centre, and with their managed service customers, they can maintain a consistently high service experience. Introduction Affiniti, th ... read moreDate - 15/01/2009
Category - Technology Clinic
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
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
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
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