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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
We want to get the most out of our Contact Centre's technology infrastructure by moving to SOA, but how do we get started?
Stephen Tickhill, VP UK and Ireland, Seagull Software - a leading provider of high-performance solutions that transform legacy business applications into service-oriented architecture (SOA) assets - outlines a five point plan to help contact centres scope out an SOA migration and effect busi ... read moreDate - 16/02/2007
Category - Technology Clinic
Understanding quality: What is quality?
Author is Isabel Montesdeoca, Senior Director of Marketing, Europe and Africa, Aspect Software E: isabel.montesdeoca@aspect.com T: 020 8589 1000 W: www.aspect.com 'Quality' will often mean different things to different people. To customers it can ... read moreDate - 08/12/2006
Category - Technology Clinic
Is it possible to balance quality, cost and revenue in the contact centre?
Stefan Captijn, Product Marketing Manager EMEA, Genesys Strategies to cope with constantly changing customer traffic volumes and increasingly complex customer service requirements have become ever more important, as contact centres move away from their traditional image of being pu ... read moreDate - 17/11/2006
Category - Technology Clinic
Customer Experience Management: is it the future of customer service or just another fad?
Cincom delivers and supports innovative software and services to simplify complex business processes. For nearly 40 years, Cincom has enabled thousands of clients worldwide to increase revenue, control cost, minimize risk and achieve rapid ROI in a variety of markets including financial ... read moreDate - 03/11/2006
Category - Technology Clinic
What should I consider when investing in ACD Technology?
Many of the organisations who bought a new ACD system or upgraded their existing technology to get through the Y2K crisis some six to seven years ago, are now finding that their current ACD systems are holding them back in terms of their ability to improve customer service levels. A lot h ... read moreDate - 06/10/2006
Category - Technology Clinic
How can technology provide online customers with more defined search results and be able to analyse the searches simultaneously, while ultimately improving customer service?
Transversal is a Cambridge-based developer of intelligent eCustomer service software that enables organisations to achieve key sales, customer service and efficiency goals. Transversal's flagship service, Metafaq, enables organisations to increase online sales and reduce the volume of ... read moreDate - 25/08/2006
Category - Technology Clinic