Call Center Technology

Customer Service Feedback

Contact Centers

Customer Service Methods

Feb. 2, 2012

Padraig McTiernan and 2 other people answered this question

What are the benefits of a virtual queue?

Another big advantage of a properly integrated callback, or virtual queue, system is the agent can be better prepared than for direct calls. An integrated callback system means the agent get notification of the customers name and full CRM record as soon as they are ... more

What are the benefits of a universal queue?

Customer Service Team

Telemarketing

Dec. 7, 2011

Evan Hamilton and 1 other person answered this question

One huge benefit: there's one location to see if you're dropping the ball. Give one personal final bill-stops-here ownership, and at the end of the day it's easy for them to see if your company is hitting it's customer service goals. more

Operations

Call Center Features

Have you deployed auto-answer/response technology?

5 more topics

Jan. 8, 2011

Lee Crites and 5 other people answered this question

If by "autoanswer" you mean a short interaction to get someone to the "right department," then there is actually a chance that might happen. You know, the "press 2 for sales, 3 for technical support, 4 to win the lottery, zero for the operator" kind ... more

Dec. 28, 2010

James Brennan and 2 other people answered this question

Is HD voice really noticeable?

There is a night and day difference between normal 3khz voice and HD voice. As the others have stated above, it is likely already part of any VoIP solution you are considering. The key is to make sure that your phones are HD voice capable. ... more

Call Quality

HD Voice

What are the top trade shows to attend to learn more about new technology for contact centers?

Dec. 27, 2010

Will Lopez asked a question

Predictive Dialer Solution: On Premise VS Hosted

Conferences and Events

4 more topics

Dec. 23, 2010

Jason Tardif published a brief

What are some basic technologies for call centers?

10 more topics

Dec. 9, 2010

Michael Barbagallo and 2 other people answered this question

Nicki:
Mr. Schmier's list is extensive. I would add a way to reach out to customers through outbound dialing that enable blending inbound and outbound agents. There are some rules you need to know before implementing outbound but it is still a viable CC technology.
Please be ... more

Call Center Metrics

What are some examples of Virtual call center technologies?

Dec. 9, 2010

Michael Barbagallo answered this question

Jesse:
I need a bit more information. Are you looking for a hosted contact center or allow agents and supervisors to work from home?
Michael Barbagallo
Principal And President
Shenandoah Analytics more

What are some ways to maximize my tech budget in my contact center?

Dec. 8, 2010

Dave Donahue asked a question

Tips on building an ROI model for contact center technology?

Budget Strategies

5 more topics

Dec. 7, 2010

Kristen Miller asked a question

Call Center Metrics

How do you develop a strategy for technology in a contact center?

Dec. 7, 2010

Eric Britten and 1 other person answered this question

This same question was asked by Paul Lin on November 19th and has three answers: http://www.focus.com/questions/customer-service/why-having-strategy-your-cont.... more

What are the different call center models for B2B?

Nov. 2, 2010

William Sovie answered this question

Daniel,
If properly aligned with Marketing & Sales and effectively executed the call center can be utilized along the entire B2B customer lifecycle. Prospecting, lead nurturing and lead generation are all roles which can be played and/or supported by the call center. Call centers have ... more

B2B Sales

How can an IVR software help increase my agent's efficiency?

Inside Sales

2 more topics

Oct. 29, 2010

Detlev Artelt and 2 other people answered this question

An IVR could offer a comfortable call back service while the CC is to busy to take the call. Offering a specifc time and date for calling the client shows a great service and helps to manage peak calling time.
We wrote a book about all ... more