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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 distribution and the quality of calls with a contact center there tends to be that 80% of the calls are okay, 10% are really awful and 10% are really good. If you only record a selection of calls you will not get the true indication of how well as a whole your contact center is performing. In addition, you need to look at something that addresses all channels and not just the phone but also e-mail and web. Finally, look at the support you are going to get from the vendor. - Clive Goodhall of Eyretel plc

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A Contact Center Manager who is looking at technology solutions from a number of different vendors needs to be clear on the business benefits. You need to make sure that the platform itself is an open database so that you can manipulate and generate ... Read More...
May 13, 2021 5:00 AM

Stephen Pace | SJS Solutions

Customers first need to look at their culture and make sure they either seek help in creating engaged, happy employees or put their own programs in place so when the new tech arrives it makes a difference. Tech does not change culture.

May 13, 2021 4:08 AM EST
 1195 
A Contact Center Manager who is looking at investing in real-time information solutions should recognize that there are a number of learning’s that the customer’s give us. One tip is to trust empowering the agents with information. There is a tendenc... Read More...
May 12, 2021 5:00 AM
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