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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
We're a small organisation operating in a highly competitive industry. We can't afford the same expensive contact centre systems as our larger competitors but we need to deliver comparable service quality
Question: We're a small organisation operating in a highly competitive industry. We can't afford the same expensive contact centre systems as our larger competitors but we need to deliver comparable service quality Answer: Until recently, advanced contact centre technologies ha ... read moreDate - 03/08/2007
Category - Technology Clinic
The top five reasons to simplify your customer service desktop
Hint: Whether you have 1 application or 25, you are still dealing with complexity By Cindy Curtin, Director of Global Product Marketing & Communications, Jacada Desktop Complexity is a relatively new problem. As little as ten years ago, the typical customer service deskt ... read moreDate - 20/07/2007
Category - Technology Clinic
How do I make sense of all the management information that my contact centre systems generate?
When formal customer contact centres were first being set-up in the 80s and 90s, managers often suffered from a lack of timely and relevant management information upon which to base their business decisions. In many cases, today, they have too much information. That's becau ... read moreDate - 13/07/2007
Category - Technology Clinic
Are you making the most of the Workforce Optimisation opportunity?
Sabio's Founding Director Adam Faulkner suggests that while organisations have already seen some very positive results from the implementation of individual Workforce Optimisation (WFO) tools such as Workforce Management, Quality Monitoring and Recording, the real WFO benefits wi ... read moreDate - 29/06/2007
Category - Technology Clinic
Creating a unified, multi-channel strategy for retail banking - why banks need to learn from their contact centres
Verint's Witness Actionable Solutions division is the worldwide leader in software and services that help businesses capture customer intelligence and optimise their workforce performance. Its workforce optimisation capabilities include quality monitoring, compliance and IP reco ... read moreDate - 22/06/2007
Category - Technology Clinic
What's the big fuss about process management in CRM?
Clare Dorrian, head of product marketing, Graham Technology There was, once, a simple choice in CRM software: buy off the shelf, or self-build. Today however, there is a third option: "BPM engine-driven CRM". Sounds impressive. All those acronyms and a hyphen! Acronyms as ... read moreDate - 08/06/2007
Category - Technology Clinic
Hosted Speech Service sector
A Q&A with Bruce Eidsvik, Vice President of Sales, EMEA Voice Portals, Genesys Telecommunications What is your projection for the growth trajectory of hosted speech services over the next few years? Hosted speech services will experience a significant growth trajectory ... read moreDate - 18/05/2007
Category - Technology Clinic
Time for a new approach for contact centre agent desktops?
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 ... read moreDate - 11/05/2007
Category - Technology Clinic
Taking the Dynamic Approach to Speech Technology
Comment from Bruce Eidsvik, Vice President of Sales, EMEA Voice Portals, Genesys Telecommunications Speech IVRs significantly reduce the unit cost of interactions, but customers are not 'units', and do not respond well to being treated as such. The most effective speech ... read moreDate - 27/04/2007
Category - Technology Clinic
First thing's first: Unify the service desktop before implementing a universal agent programme
By Cindy Curtin, Director of Product Marketing & Communications, Jacada If your company has a contact centre, chances are you have heard or said the term "Universal Agent" in a meeting recently. There is not yet a standard definition for universal agent. To s ... read moreDate - 19/03/2007
Category - Technology Clinic