Know Your Stuff

For someone looking at a quality monitoring/recording system for the first time I would recommend that they outline exactly what it is that they want to achieve from the quality monitoring solution that they are buying. There is a lot of variety out there and it can become overwhelming as you look through all of the different vendors. If you are not clear about what you’re looking for, and what the requirements are then you can end up lost and fumbling. In addition, you want to have a good partner to work with moving forward. You need to go with services that will really help you in maximizing that technology and help you through that process of implementation. - Jackie Wiedner of NICE Systems

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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“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

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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

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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

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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

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Define Your Contact Strategy

When was the last time you looked at the ways in which customers can contact your contact center and matched this against their abilities or likes? For example if you deal with a large number techno-phobes (have a fear of technology), offering access... Read More...
July 29, 2022

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E-Mail Performance

When you handle e-mails into your call, or contact, center, put in place measures to track the performance of your team. For example track response time (how long it takes you to respond), customer feedback (satisfaction), quality (spellings, etc.) a... Read More...
July 28, 2022

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Take Care When Using CLI/ANI!

Some companies using Calling Line Identification (abbreviated ANI in the US) have agents start the call by saying “Good evening Mr. …” What if it isn’t that person calling, but someone calling on their behalf? In which case the call can get off to a ... Read More...
July 27, 2022

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