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Customer Experience Management – The next frontier for support centres
...the experience. It’s the employees—the contact centre agents, advocates or customer loyalty representatives...complimentary whitepaper consistently deliver centre agents customer loyalty Dilbert Sudoku Puzzler... http://www.computerweekly.com/Articles/2009/11/19/238074/Customer-Experience-Management-The-next-frontier-for-support.htm
Oracle thinks global, but what about UK users?
...database of customer behaviours and buying patterns which they can then mine and analyse, they are now able to turn call centre agents into the people who make those decisions. Rather than having them follow a script which they hope might match some... http://www.computerweekly.com/Articles/2009/10/29/238352/Oracle-thinks-global-but-what-about-UK-users.htm
Business Intelligence: the case for predictive analytics
...predicting whether individual customers will be interested in specific special offers in order to maximise contact with call centre agents via cross- and up-selling activity. Prime example Center Parcs is one example of a PA user that benefited... http://www.computerweekly.com/Articles/2009/07/29/237103/business-intelligence-the-case-for-predictive-analytics.htm
Unified communications boost service centre efficiency
...conferencing—and select which was most appropriate and effective for any given external or internal interaction. Call centre agents will be able to conduct business at locations other than a traditional call centre enabling CA to both mobilise its... http://www.computerweekly.com/Articles/2009/04/07/235562/unified-communications-boost-service-centre-efficiency.htm
UK one of most expensive contact centre locations, study finds
...these suppliers also face problems recruiting the right staff in the UK. "Many cite an inability to find contact centre agents of a high calibre, and are frustrated at their unwillingness to stay in their role over an extended period of time... http://www.computerweekly.com/Articles/2009/06/09/231148/UK-one-of-most-expensive-contact-centre-locations-study.htm
Avaya introduces new unified communications bundle
...VoiceCon Orlando this week designed to address specific business groups: teleworkers, mobile workers, home call-centre agents and small businesses. The company is also offering a bundle for branch offices for chain stores and banks. The... http://www.computerweekly.com/Articles/2008/03/18/229918/avaya-introduces-new-unified-communications-bundle.htm
Specsavers adopts CRM platform for single customer view
...information. This significantly enhances the customer experience and encourages loyalty." The CRM system gives call centre agents greater flexibility to handle customer needs based on an understanding of that specific customer. For example... http://www.computerweekly.com/Articles/2008/01/02/228702/Specsavers-adopts-CRM-platform-for-single-customer-view.htm
Get real value from real-time systems
...time data mining The third category is real-time data mining. The goal here is to provide guidance to call centre agents, for example, about what action to take at a given point in the sales or service process. So, if a customer... http://www.computerweekly.com/Articles/2007/12/24/228578/get-real-value-from-real-time-systems.htm
Poor IT stresses contact centre workers
...commissioned by consultancy Sabio, showed that 48% of contact centre agents said slow, unreliable and poorly integrated IT systems...is rare that we actually listen to what the contact centre agents themselves are feeling," said Kenneth Hitchen, consulting... http://www.computerweekly.com/Articles/2008/08/04/231740/poor-it-stresses-contact-centre-workers.htm
TUI goes with Avaya to stop dropped calls
...system. The system replaces an older Avaya Index telephony platform. It will support more than 250 TUI contact centre agents at the company's Crawley customer contact centre, as well as some 50 "seats" for home-working agents. GVL5... http://www.computerweekly.com/Articles/2008/09/26/232457/tui-goes-with-avaya-to-stop-dropped-calls.htm
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IT frustrates call centre agents
...glitches annoys call centre workers IT frustrates call centre agents Unreliable technology ranks first as most stressful...that slow IT systems affect around 41 per cent of call centre agents daily and 86 per cent weekly. "From the agent... http://www.computing.co.uk/computing/news/2223258/frustrates-call-centre-agents
ntl:Telewest Business - Nottingham Community Housing Association drives for national recognition
In-depth: The Unified comm opportunity in the call centre part 1
Aurix survey names biggest call centre frustrations
Microsoft Word - 2007-08_Q1_Financial_Results_26_July_2007[1].doc
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W HI T E P AP E R B u si ne ss Va lu e P ri ci n g: Us in g IT In ...
...which allows Hydro Ottawa to improve its invoicing system and shorten its bill to cash cycle. Reduction in call centre agents per call time. The new customer information system has also benefited the organization's contact centre response... http://www-03.ibm.com/services/ca/en/cfo/documents/wp_fnal_cg28n.pdf
High definition video conferencing systems Lifesize Toshiba pabx PBX South Africa Broadband
Freelance Developer | Watford, Herts, UK | £44.44 per hour
Aurix survey names biggest call centre frustrations
Ansapoint Call Center Software
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