What Do You Need?

With a workforce management system, you need to know what you want out of it. The greatest mistake you can make is to take a system and just follow what other people do with it, or somebody says you aught to do with it. Even if you’ve got one, you should work out what your sense of need is and then get the system to try to deliver that for you. So start from what you need, and make sure it is people and business related and not technical. -Paul Smedley - Chairman, Professional Planning Forum

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Call To Action!

Yesterday we looked at readiness for DR campaigns. Today we look at the Call to Action, and how your Contact Center may be affected. Having fully br...

Readiness For Action!

Ever wonder what campaign is going to hit you today? Believe it or not, there are still far too many cases where contact centers are ill prepared, and...

Vendors/Suppliers

In this fast moving, dynamic industry, it is sometimes difficult to keep abreast of what is happening and what new products and services are out there...

Pre-Call Activity

Ensure your agents are aware of what instructions are being given to callers before the caller gets though to the agent and that your systems support ...

Speech Recognition

If you are using a speech recognition system, take note of experiences where typically users say all kinds of permutations of the item they are after...

Offer Voice As Well As Touch Tone (Part 2)

Following on from the last tip featuring IVR, here’s another suggestion to help callers if they access your contact center through an auto attendant. ...

Auto Attendant Options

When you use an auto attendant to screen or route calls, best practice is to announce the option then give the instruction. For example, ‘For customer...

Empathy

It is very easy to lose customers when you have staff who are unable to empathise with customers. Whilst setting priorities for training, ensure that ...

Who Do You Want?

When we called one of the world’s leading CRM companies and asked for the marketing person named on their recent sales mailer, I got the response “who...

Fair Incentives

If you run any incentive scheme ensure it’s fair and everyone has an equal chance of winning. An example of an unfair scheme we came across was when w...

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