April 21, 2015

Growing Your Contact Centre – The Recipe for Success

lady baker

To grow a business you need to be an artisan baker; You need to ensure you have the right ingredients, at the right time, in the right environment; feeling your way through each step delicately.  You need the discipline to follow a detailed recipe, whilst still being innovative and creative enough to put your own (Read the full article)

Clear Call Rates for Everyone

telephone wires

Remember, Remember the 1st July; Ofcom have published new guidelines to simplify consumer pricing for all 08 number ranges, ensuring clear pricing guidance as to how calls to 08 numbers are displayed on web content, advertising and literature.   As far back as 2004, Ofcom started carrying out public consultations to determine the use of (Read the full article)

Customer Power: How to Turn Threat Into Opportunity


 There’s an arms race going on in consumer technology right now. Devices and features are evolving so fast, it’s almost impossible to keep up. But more importantly, at least for business – and especially for contact centers -there’s a change in the way consumers are using technology. They’re not pointing it at their friends any more (Read the full article)

Press 1 to Really Annoy Your Customers Before You Even Speak to Them


According to a study by New York University, only 15% of customers feel that they, as customers, receive any benefit whatsoever from IVR systems. That’s a whopping 85% who (presumably) feel it either has no effect or – more likely – a negative effect on their customer experience.   Customers struggle to see benefits of (Read the full article)

Don’t Just Upgrade – Extend Windows 2003 Server Support

stressed man head on laptop

Planned obsolescence used to have negative connotations, but nowadays it’s standard business practice. US English even has a verb “to obsolete”, with a dictionary definition as follows: Verb: Cause (a product or idea) to become obsolete by replacing it with something new.  “We’re trying to stimulate the business by obsoleting last year’s designs” In other words, (Read the full article)

The Cloud Isn’t for Everyone, You Know

Cloud solutions problems sign

Looking through this month’s news roundup from the contact centre industry,  I was struck by a sentence on the importance of contact centre technology to brand value: “It’s all available in the cloud now, which means that small call centers can afford to offer the same quality of service as their bigger competitors.” Is it true for bigger businesses? (Read the full article)

Are You Sending Your Agents into a Gunfight Armed with a Penknife?

Frustrated lady agent

In today’s competitive field, providing best possible customer experience has to be a priority. Rising expectations put a lot of pressure on Contact Center agents; customers are used to having instant information on their phone,  seamlessly moving between text, email, social media,  the net, oh and yes phone calls! How can the agents keep up? Business is losing the (Read the full article)

Teach an Old Dog New Tricks? Yes Sir

Support Dog

With functionality moving from enterprise to consumer devices, businesses need stable systems to plug in more and more innovations. As a result, many organizations want to extend the life of their older communications systems and infrastructure. Given the importance of these systems, having world class support and contact centre spares to keep them operating is vital. (Read the full article)

What the Bad Guys Know that You May Not

Safety first

It will surprise no one familiar with me that I have a few pet peeves. One of the most aggravating are those ridiculous car window decals which purport to show anyone driving behind a vehicle so-adorned exactly how many people, and their relative size (a.k.a age) make up the family. Why you’d want everyone in the world (Read the full article)

Help! A stranger just seized our boardroom agenda!

smug boardroom

Imagine your next meeting with other senior executives. All seems normal until an unfamiliar face enters the room – and starts to circulate their agenda. Wild thoughts race through your mind … have I missed something? … Have we been taken over? … Is someone else in charge now? In many ways, the answer to (Read the full article)