Work Force Optimisation

SIP Services Using Voip

Customers are increasing their use of multiple channels such as email, web and chat—often in tandem—for business dealings, growing the number of interactions and driving the traditional contact center to become a customer experience media center. VOIP Contact centers are in the middle of a long-term transition from traditional TDM-based telephony to a SIP [...]

September 5th, 2015|Transition|

How Contact Centers Prevent Agents Giving Good Service

Imagine you’re a call center manager. You've got great agent retention, your people are skilled and motivated, and you're meeting your targets. You’re one of the lucky ones. But under the surface, your teams are stressed to the eyeballs. What’s going wrong? We visited a contact center with exactly this issue recently. Average Retention  Average agent [...]

July 24th, 2015|Agent Desktop|

Avoiding the contact center skills crisis

Does your business have the skills it needs to continue to succeed in 18 months? It's a question that senior executives ask themselves continually - and make plans accordingly. They can see down the tracks to the contact center skills crisis and there should be a helpful 'buffer' of time to get prepared and train [...]

February 10th, 2015|Voice Biometrics|

Reduce Agent Churn To Save Money And Customers

What would it save your company if you could reduce agent churn by 10%, 30% or 50%?. We recently spoke with a contact center manager whose agents take up to 18 months to complete all the training required in his multi-skilled environment. The average agent retention period in this contact centre is around 13 months. You [...]

March 20th, 2014|Agent Desktop|

Too Much Data Not Enough Insight

Are your staff entering data into spreadsheets from multiple sources? Are your staff even entering data into spreadsheets from multiple contact center reports? How many of your staff are busy compiling your data rather than trying to make sense of it? Have you ever stopped to add up the cost? Manual consolidation can also lead [...]

November 25th, 2013|Reporting|

Gamification Improves Performance in the Contact Center

According to recent research ‘service workers’ such as those in contact centers are 3% less engaged in their work than they were in 2009 proving a struggle with job satisfaction in this particular sector. Poor levels of engagement and happiness at work result in poor customer service. ‘ The Actively Disengaged are emotionally disconnected from their [...]

August 6th, 2013|Customer Experience|