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Contact center management

Five ways to make your contact center more powerful

Contact center management
Written by Simon Beeching November 24, 2014

Consumers expect more from contact centers I read with interest the results of the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) in July 2014, which confirmed a national downward trend in customer satisfaction as an increasingly empowered, digital generation puts more pressure on organizations to deliver excellent customer service in real time and, increasingly, via […]

Five ways to make your contact center more powerful Read More »

Consumers expect more from contact centers I read with interest the results of the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) in July 2014, which confirmed a national downward trend in customer satisfaction as an increasingly empowered, digital generation puts more pressure on organizations to deliver excellent customer service in real time and, increasingly, via

Call recording in your contact center – advice, hints and tips for wise practice

Contact center management, Telecoms
Written by Jonathan Graham November 11, 2014

Many organizations use some form of call recording. If yours is one of them then it’s important to be sure that you’re complying with the law on call recording. Prompted by a recent enquiry from one of our customers, here is a quick health-check review of the most common legal issues relating to call recording.

Call recording in your contact center – advice, hints and tips for wise practice Read More »

Many organizations use some form of call recording. If yours is one of them then it’s important to be sure that you’re complying with the law on call recording. Prompted by a recent enquiry from one of our customers, here is a quick health-check review of the most common legal issues relating to call recording.

Ten of the best ways to efficiently manage inbound calls in your call center

Contact center management, Telecoms
Written by Danny Cresswell November 2, 2014

Call center-based businesses often find themselves investing huge sums of money in technology, especially when it comes to efficient call management, distribution and routing. Either that or they try to cope without the functionality that they require due to the costs involved in deployment. This should no longer be the case due to the rapid

Ten of the best ways to efficiently manage inbound calls in your call center Read More »

Call center-based businesses often find themselves investing huge sums of money in technology, especially when it comes to efficient call management, distribution and routing. Either that or they try to cope without the functionality that they require due to the costs involved in deployment. This should no longer be the case due to the rapid