Recruiting The Right Staff

When recruiting new staff for your contact center, a useful tip to help in the selection process is to organise a tour of your contact center for potential applicants (candidates). Another tip is to have the candidates sit by existing agents for a 5-10 minute chat and, if possible have them listen to calls. If they have no experience of contact centers then this gives them a chance to see what it is like and maybe they would ‘de-select’ themselves out of the process. Also make sure you ask your agents who are involved in the process to give you feedback on candidates – it’s often at this ‘tour’ stage that the candidates let their guard down and your own staff will tell you a story or two about the candidates that may curl your toes! …Better to know beforehand than after they’re in your center!

Submit Tips

TIPS

« Previous Next »

Experience And Architecture

There are a few things that you need to look at when you choose speech recognition or a vendor. First, you need to look at the experience of that vendor across a variety of industries. You also want to look for architecture that is built to scale and... Read More...
August 14, 2022

2131

Finding The Right Vendor

For speech recognition I would suggest to go with a vendor that has open standard face architecture, one that has open standards software and that has open standard hardware. Next, you want to go with a vendor that has an overall solutions orientatio... Read More...
August 13, 2022

2298

The Human Factor

The most important thing with speech technology is human factors; make sure that it is usable and easy to get to the data and make it possible to get to a person if someone can’t handle the request. - Terry Gold of Gold Systems
Read More...
August 12, 2022

1747

How To Choose Speech Recognition

With speech recognition often times organizations think about the infrastructure that they have, and maybe that is the wrong approach. They need to think about speech recognition from the end user experience. Determine how your customers want to inte... Read More...
August 11, 2022

1

2647

Find The Right Solution

If you are looking at a quality monitoring/recording system you should try to define which business issues you are trying to solve. You also want to look at a solution that records 100% of customer contacts. If you look at the typical call distributi... Read More...
August 10, 2022

1

2964

Connectivity

With a distributed workforce, the best advice I could give is to make sure that you have all of the connectivity in place to make sure that you have the data and the voice connectivity at the level that you need it. The distributed workforce is then ... Read More...
August 9, 2022

Eric Klein | Cloudonix

Here, VoIP can help interconnect between locations and people. Reducing long distance or international cost.

December 31, 2019 3:51 AM EST

2043

Factors When Considering IP

Many companies want voice over IP and invest in it, but a lot of these projects fail. I recommend that companies look at their business processes before they implement a solution for voice over IP to go after the E-service band wagon. Sit down and ir... Read More...
August 8, 2022

1

Eric Klein | Cloudonix

There seems to be a misconception here about what VoIP is and what it is not. VoIP is a replacement for your existing telecom provider, it can enable all the same functions of your existing system at a lower cost. If the existing processes are bad then no communication provider can fix it.

December 31, 2019 3:48 AM EST

Eric Klein | Cloudonix

But in general, VoIP and web calling (not call back) can be a significant cost savings for a call or contact center.

December 31, 2019 3:49 AM EST

3606

Information

Companies wanting to leverage information from their data need to recognize that the key is information. Get a clean version of the data and leverage that to help managers make that decision. Agents should also have the right to understand how effect... Read More...
August 7, 2022

1

1453

What Can An Agent Do?

To automate the solution you need to have a process or a strategy in place; from that you can be more competitive in your environment. You need to identify what measures of the call center are tied to those business initiatives, things like customer ... Read More...
August 6, 2022

1

1555

Ask How Can I Help..

With the advances in technology over the years, many contact centers have employed automated attendant functions to answer and route calls. However, what we are finding is that if a caller ends up talking to say the customer accounts department, the ... Read More...
August 5, 2022

2

3358

Act On Your Customer Intelligence

Rapid evolution of technology is really expanding the capability of the Contact Center, but is the customer information this provides being used to good effect in terms of service provided? Behavioural differences in different European markets or fr... Read More...
August 4, 2022

2

2110

Auto Pilot Mode

Make sure your agents check they are able to deal with a call before taking down too much information. For example, when we called a major ISP with a question regarding local internet access in the US, despite explaining the query the agent went into... Read More...
August 3, 2022

1

1752

“Niceness” Alone Doesn’t Create Customer Loyalty

Being nice over the telephone is absolutely essential – it emphasizes your organisation’s caring nature. But, this will only contribute a small percent towards building customer loyalty. The most important thing is to enable your teams to deliver wha... Read More...
August 2, 2022

2

2134

Can You Deliver?

Make sure that the message delivered to the marketplace by sales & marketing activity, matches your Contact Center’s brief and you can actually deliver what it says you can! For example I responded to an advert with the line “call now for a test dri... Read More...
August 1, 2022

1

3157

Keep Customers Informed

How often do you find yourself on the back foot with customers because they discovered a problem before you could call them? This often happens when there are several people involved in the communication chain and a link breaks down. To exceed custom... Read More...
July 31, 2022

1327

Who Owns The Internet?

Where does the internet contact strategy sit within your company? Where does all the e-mail traffic originate and terminate? Who is responsible for the ‘phone me’ buttons and the design of your web pages?

All of these need to be answered and cont... Read More...
July 30, 2022

2347

« Previous Next »

Showing 1 - 16 of 1097 items

Submit Tips