Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

Article : Acquiring New Contact Centre Technology

#ContactCenterWorld

Business Requirements.

The first step in acquiring new technology is to thoroughly understand the requirements of the contact centre. As obvious as it may sound, it is quite difficult to get right as often the current processes and procedures are viewed as the business requirements, whereas they may have been designed to overcome shortcomings with current technology. This involves objectively assessing ideal work practices, as well as additional functionality that has become available in the market. When you are close to the processes it is very easy to fall into the trap of believing the current process is the best process and the new technology has to enhance this. In reality, it is a good opportunity for a 'spring clean' - getting rid of old, redundant processes and implementing a better way of doing things.

It is actually surprising how many contact centre executives don't actually understand their own processes - or appreciate there are often better processes available. It is here that an independent opinion can assist - someone who has seen 'best practice' in other companies and can assist to implement changes that best suit your business.


Business requirements don't just apply to today's environment - you need to cast your eyes forward and consider how the company may change, as well as how the competitive environment may change. We have all seen the explosion of social media, but how many companies are using it well, and how many have technology to treat social media as another customer service channel? What is going to be the next 'big thing' in the contact centre or customer service environment.

Contact centre technology typically lasts longer than five years when properly maintained and upgraded. Getting the initial decision wrong means either more cost to replace the technology early or substandard customer service and lower profits because of the functionality limitations of your technology.

Business requirements also includes technology requirements, and this is where you require the input of your IT department. What is your Standard Operating Environment? What is the strategic direction of your IT department? Is there a preference for on premise, hosted or cloud? What will the new system have to integrate with? The new contact centre technology has to compliment and enhance the existing IT environment.

Lastly, involve your customers. What do they think of your service & how should it be improved? Your opinion of your service is unlikely to match your customer's opinion, and in the end it is the customer that counts! If you conduct customer satisfaction surveys, include findings from this in your requirements. If not, find out what other contact centres are doing and what customers expect in other industries.

Technology is expensive and it pays to get the requirements right from the beginning. Whichever technology you choose has to support your customer's present and future needs as well as your present and future business needs.

www.ccaction.com.au


About Steve Pels:
Director of Operations at Contact Center Action

About Contact Centre Action:
Company LogoThe services provided by Contact Centre Action, and the experience we have is unique in the market today. In operation since 2003, we can provide the total solution to your contact centre consulting and recruitment needs. We have ‘hands on’ operational experience in training, operating and managing contact centres. We don’t just teach and understand the theories, we have practical experience in managing staff in this often high-pressure environment. This experience includes recruiting, customer service, metrics and measurements, staff retention, process improvement, cost reduction, contact centre relocation and centralisation. We have independent knowledge of a variety of technologies from multiple vendors, including ACD, IVR, workforce management, call recording, CTI, speech recognition, biometric verification, quality management, performance management, customer surveys, outbound diallers and speech analytics – in both on-premise and hosted environments. We are totally independent. We do not sell technical solutions, neither do we have any commercial relationships with any
Company RSS Feed   Company Facebook   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Using Suppliers – Be Safe, Not Sorry!

Read today's tip or listen to it on podcast.

Published: Friday, May 27, 2016

Printer Friendly Version Printer friendly version

2020 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634
 
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 10414 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =