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Technology

Using the correct contact center technology is essential, however sometimes technology can be introduced because of its perceived benefits to an organisation without thorough investigation. When considering new technology ask yourself the following questions – will the introduction of new technology: Save money and if so how do we prove this? Improve our service to our customers and if so how? Be noticed by our customers and if so will they like it? These are 3 of the key questions we should ask ourselves and also make sure we know who else is using the technology and what results they get. ContactCenterWorld.com

Submit Tips

TIPS

We all measure stats for calls – the number in, number abandoned, etc. Do you also measure stats for other communication channels such as e-mails, faxes etc? Last week we faxed a call center 3 times and did not receive a single call back even though ... Read More...
March 7, 2021 5:00 AM
 2079 
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On a recent business trip to a contact center expo, I noticed a fantastic voucher offer for a reduced cost meal for 2 at a leading diner in with the airline cutlery pack handed to us with lunch. When I read the small print I noticed that the voucher ... Read More...
March 6, 2021 5:00 AM
 1082 
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