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Feb. 2, 2012

Polly Curtin and 1 other person commented on a brief

Virtual Queuing – the End of Music on Hold?

The other option for Virtual Hold, or "Callbacks" is software only , on-site solutions such as Q4U from CT Solutions (http://www.ct-solutions.com/q4u.html) We implemented this with our Avaya Aura Contact Centre and it integrates perfectly.
One crucial part of the callbacks puzzle is to make sure ... more

Information Technology

Call Center Tools

Cloud Based Applications

Contact Center Solutions

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Dec. 7, 2011

Evan Hamilton and 1 other person answered this question

What are the benefits of a universal queue?

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

Customer Service

Operations

Call Center Features

Call Center Technology

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Jan. 8, 2011

Lee Crites and 5 other people answered this question

Have you deployed auto-answer/response technology?

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

Jan. 7, 2011

Srikanth SESH and 2 other people answered this question

Contact Center Trends: What are the top trends to watch for in 2011?

Some of the key trends which will shape the Contact-center operations, through various tech-adoptions below.
1. Multi-channel contact-centre to make agents truly blended across operations
2. SIP migration to seamlessly integrate across PBX
private/public cloud deployments to reduce tech-investments & virtualize operations
3. Leverage existing ... more

Dec. 17, 2010

Niek Bosch answered this question

What are your tips for creating scorecards so that they are as objective as possible?

Hi Kristen,
Contact center scorecards, have quite a lot of very objective targets on them:
Handling Times, Wrap Up Times, Occupancy %, Compliance %, etc.etc.
The two subjective items on the scorecard are customer satisfaction (which an organization should not try to tweak) and quality.
Reading your last sentence, ... more

Customer Service

Sales

Call Center Representatives

Call Center Tools

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Oct. 28, 2010

David Filwood answered this question

What technology do you consider a "must have" at your call center?

I’m sure you’re going to receive all sorts of Hardware/Software advice for what you ‘must have’ in your Call Center – just don’t lose sight of the fact that fundamentally it’s all about the quality of the ‘Humanware’ you deploy to begin with.
While most everyone ... more

Customer Service

Information Technology

Call Center Technology

Call Center Tools

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Oct. 22, 2010

Russell Biggart and 5 other people answered this question

What tools have helped you improve customer satisfaction?

First of all there is what you need to measure, that is within the customert experience. Then you ned to understand what your customers see as important, best in class given they may deal with other providers etc, ... and also ensure that your questions ... more

Oct. 22, 2010

Kirsi O'Connor and 1 other person answered this question

Does speech recognition offer customers a positive experience?

We have lots of happy customers who have implemented speech recognition IVRs ranging from basic to very sophisticated. I agree with Willy that before deciding on a technology, it is useful to take a step back and carefully analyze who your callers are and why ... more

Customer Service

Information Technology

Call Center Features

Call Center Technology

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Oct. 21, 2010

Fred Gardner asked a question

How does your call center handle contacts with disabilities?

Information Technology

Oct. 12, 2010

Laurie Matta asked a question

Has anyone used Cisco CallManager?

Customer Service

Information Technology

Sales

Small Business

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Sept. 21, 2010

Jay Franklin asked a question

What are the drawbacks of using and autodialer?

Customer Service

Information Technology

Sales

Autodialer

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Sept. 15, 2010

Michael Barbagallo answered this question

What are the benefits of using an autodialer?

It depends on what you mean by auto-dialer. Are you looking to do telemarketing and power-dialing a calling list or are you looking for ways to reach out to your customers. I hope it is the latter.
Dialers are effective tools for proactive customer support. For ... more

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