Technology Clinic
Articles 1 to 15 of 55
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 ...
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Date - 05/02/2010
Category - Technology Clinic
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. ...
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Date - 22/10/2009
Category - Technology Clinic
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 ...
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Date - 13/08/2009
Category - Technology Clinic
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 ...
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Date - 19/06/2009
Category - Technology Clinic
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 ...
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Date - 20/03/2009
Category - Technology Clinic
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 ...
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Date - 27/02/2009
Category - Technology Clinic
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 ...
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Date - 20/02/2009
Category - Technology Clinic
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%
...
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Date - 13/02/2009
Category - Technology Clinic
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 ...
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Date - 15/01/2009
Category - Technology Clinic
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 ...
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Date - 19/12/2008
Category - Technology Clinic
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 ...
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Date - 05/12/2008
Category - Technology Clinic
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 ...
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Date - 14/11/2008
Category - Technology Clinic
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 ...
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Date - 31/10/2008
Category - Technology Clinic
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 ...
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Date - 24/10/2008
Category - Technology Clinic
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 ...
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Date - 17/10/2008
Category - Technology Clinic