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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
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
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
“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
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
VoIP and security: exploding an 'urban myth'
The much-trumpeted voice over IP (VoIP) technology can offer organisations significant cost savings and enhanced applications, yet many IT departments remain concerned about security. Public and private sector organisations dealing with data such as financial or medical records a ... read moreDate - 05/10/2007
Category - Technology Clinic
So what are the technologies that can really make a difference for your business during 2008?
Sabio is an innovative contact centre services company focused on delivering exceptional customer contact strategies and solutions. Sabio offers business consulting, systems integration and managed services and has worked with many major organisations including egg, Enterprise Rent-a ... read moreDate - 21/09/2007
Category - Technology Clinic