Contact center management

We are often asked whether consumers using DTMF ‘keypad payment by phone’ systems like it; whether there are any barriers to take-up; and whether it increases or reduces average (call) handling times (AHT) in contact centers. Taking these in turn: Customer preference and experience Consumers generally hate reading their card numbers out over the phone to …

DTMF ‘card payment by phone’ technology: customer experience and average handling time Read More »

Customers generally hate waiting on hold, and the longer that they have to hold the more chance there is that they’ll abandon the call. High call abandon rates are never good but they’re particularly problematic if your business is running any kind of inbound marketing campaign when every call abandoned can mean lost business. Even …

Five ways to reduce queuing time in your contact center Read More »

Tips and ideas for 2016 based on new features and developments of Syntec’s integrated contact center systems   Cloud contact center management innovation Effectively track call outcomes – Using Syntec’s AgentCall contact center management system, your agents can mark the outcome of each telephone call they handle using the call history tab, either during or after …

12 New Year’s resolutions for your contact center Read More »

Companies need to consider making the move from a multichannel to an omnichannel approach It’s becoming more commonplace now for organizations to engage with customers through multiple channels. You have your call center and for most customers, talking to a live agent is still the best way to get the result they want (and many …

10 key developments for contact center managers in 2016 Read More »

Let me start with an important distinction here first. If you want to take payment over the phone via an automated IVR system without call center agents involved, then it’s correct to talk about this as ‘an IVR payment system’.  But if it’s compliant card payments between customers and call center agents that you are …

How to make IVR payments (and your call center) PCI DSS compliant Read More »