Industry Hot Topics
Workforce Optimisation: An increasingly smart choice for today's economic climate
CCF’s Nicolette Allen interviewed Michael Andrews, WFO Practice Leader at contact centre services specialist, Sabio to learn more about the importance of effective Workforce Optimisation during tougher economic conditions.
What to look for when buying Unified Communications
At its simplest, Unified Communications is all about removing the barriers that have separated voice calls, instant messaging, SMS texts, e-mail and conferencing, and putting in place a converged infrastructure that allows all these different media to be carried over a common network. According to Gartner, the goal is to manage all these messages or interactions from a single point, access them using standard devices, and then use these improved communication flows to help organisations transform key business processes.
Celebrating what's best in our industry
When the opportunity arose for Sabio to become the lead sponsor of the CCF European Call Centre Awards this year, we leapt at the chance to support an event that celebrates some of the leading performers in our industry.
Making life easier for agents
When discussing contact centre performance improvement, people invariably focus on improving the customer experience or driving productivity growth from the business perspective. It’s rare however for organisations to look at things from the agent’s perspective, and that’s a big mistake because our agents are an essential part of the customer service equation, and we need to pay them much more attention.
Learning lessons from the contact centre coalface
Earlier this summer, Sabio commissioned YouGov to develop the UK’s first ever survey panel of close to 1,000 independently recruited UK contact centre agents as the basis for its major ‘Voice of the Contact Centre Agent’ initiative. YouGov’s first research project looked at customer service issues from the agent’s perspective, and highlighted some of the key concerns facing a representative sample of the UK’s 1.2 million contact centre agents who collectively now represent some four per cent of the country’s total workforce.
In this article YouGov’s Marek Vaygelt and Sabio’s Kenneth Hitchen offer an overview of the research findings, with a particular focus on the areas that have a direct impact on the quality of the four-minute interaction that agents have with customers.
Banks poised to adopt biometrics as voice verification now ready for major commercial deployment
The use of voice verification to authenticate customers calling into a contact centre finally looks set for wider commercial adoption. The financial sector particularly looks to be one of the first to start using the technology following this year’s release of the new International Standards Organisation (ISO) framework standard outlining the security framework for using biometrics for authentication during financial services transactions.
SIP – set to deliver a dramatic impact on contact centre technology Total Cost of Ownership
While choosing an IP-enabled converged voice and data infrastructure can provide contact centres with significant bottom-line benefits - such as optimised communications and the ability to manage their call centre resources more effectively - there have always been concerns about integration, both with existing systems as well as with future implementations.
Enabling real-time customer feedback - a best practice contact centre case study
How Contact Leeds and Sabio worked together to collect immediate and relevant customer feedback – at a fraction of the cost of previous postal feedback campaigns
What's going to be hot in 2008?
Sabio Director Adam Faulkner identifies the technologies that he believes are set to make a difference for contact centre operators during 2008
