Industry Hot Topics
Customer Feedback: A Hot Solution in 2007
While there are hundreds of different technology solutions available to contact centre operators, occasionally one comes along that can make a real difference. 2007 saw the first roll out of Customer Feedback, a Web browser-based approach from Verint Systems that Sabio believes will significantly change the way contact operations collect and process customer feedback.
Hosting: The Devil's in the Detail
Why it’s important to read the small print if you’re thinking
about signing up with a contact centre technology hosting provider.
Enabling best practice service management at Sabio
Customer Management spoke with Paul Moore, Head of Support Services at Sabio, about how using FrontRange’s ITSM IT management solution has helped Sabio to strengthen its Intelligent Support offering for UK contact centre operators.
What are the technologies that can really make a difference for your business during 2008?
Sabio’s Founding Director Adam Faulkner reflects on this week’s events at Call Centre Expo 2007 in Birmingham, and focuses on three technology areas that he believes can deliver real value for organisations during the coming year.
Shouldn't you be looking for a better business result from your contact centre support operations?
Why a traditional approach to support doesn’t really cut it in today’s more complex contact centre technology environments.
Seizing the Multi-Channel Opportunity
Customer service operations often struggle with the reality of multi-channel service. It isn’t easy. Done right, however, the benefits can be considerable, with improved first contact resolution, improved customer satisfaction and ultimately increased customer retention.
Building a successful, fully-costed business case for Workforce Optimisation projects
Implemented correctly, WFO makes strong business sense, but how do you go about building a compelling business case for the benefits that WFO might bring to your organisation? The good news is that, while the investment in people, process and technology required to successfully implement an effective WFO solution can be significant, the vast majority of solutions demonstrate a clear payback period of between just seven and 12 months.
Enabling First Contact Resolution - the need for clearer definitions and consistent technology strategies
Read around the topic of First Call Resolution (FCR), and it’s clear that there’s a strong consensus that FCR is important. But what do we actually mean by the term? This article aims to set a clearer definition, and highlight some fundamental areas that organisations can address to improve their FCR performance.
Are you making the most of the Workforce Optimisation opportunity?
While organisations have already seen some very positive results from the implementation of individual Workforce Optimisation (WFO) tools, the real WFO benefits will come when a business starts to integrate different WFO software solutions to create truly optimised contact centre operations.
Extracting value from CRM in the contact centre
Those three letters have a terrible reputation. Many contact centres have lost a lot of money on CRM packages that didn’t deliver what was promised. How can contact centres extract further value from that investment?
2015: An insight into future technology
By 2015 technology will have shifted significantly, with the introduction of 21CN, device convergence and the growth of self-service, what will the contact centre look like?
Comment: Click-to-call
Adam Faulkner provides advice on how to make this technology work for your contact centre.
Charting the changing role of the contact centre
A debate attended by senior customer service professionals discussed how a significant shift in consumer expectations is impacting their contact centre operations.
