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Welcome to breaklines.

This mini-magazine is designed to provide stories, ideas and hints for your call centre as well as news and insights from IPscape, the mini-magazine publisher. Our aim is to provide a range of stories in a simple, clever and fast way every month - a 15 minute read that is enjoyable, informative and maybe with an 'a-ha' or two along the way.

Cover Story

Making inbound incredible

Making inbound incredible

by Anna Kay

Thu, Apr 23, 2009

Many organisations rely on their inbound contact centre for sales or customer service recovery (technical helplines etc). These inbound moments of truth have been shown in research to directly impact customer satisfaction, loyalty, retention and re-purchase but just how many are truly incredible? This issue we explore inbound tools and techniques that can improve inbound for callers, for agents and for business - and some of it is just better use of what you already have!

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Lead Stories

Video: Teleconnexions technology insights

by Anna Kay

Thu, Apr 23, 2009

"We found IPscape’s flexibility couldn’t be matched by others, helping us to quadruple our customer base in 12 months" Teleconnexions (formerly Customer Contact Solutions)

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Inbound Makes Inroads for Teleconnexions

Inbound Makes Inroads for Teleconnexions

by Anna Kay

Thu, Apr 23, 2009

At 2am there is a segment of the population that wants better skincare, a better cleaning system or flatter abs. Funnily enough, at 11am there is another segment wanting the same thing as well as the latest diets, next generation cookware and revolutionary shampoo. It’s direct response television and it’s a multi-billion dollar business that is dependent on the effectiveness of the inbound call centre for sales.

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Columns : From the High Chair

Inbound Intelligence is an Oxymoron

Inbound Intelligence is an Oxymoron

by Simon Burke

Thu, Apr 23, 2009

Oxymoron: n. as stupid as an ox (no, just joking); Oxymoron (ok-si-mawr-on): n. a figure of speech in which two words or phrases of opposite meaning are set together for emphasis or meaning (eg cruel kindness). So is intelligent inbound an oxymoron?

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Columns : In the Apple Press

The five minute skills routing model – a simple explanation

The five minute skills routing model – a simple explanation

by The IPscape Tech Team

Thu, Apr 23, 2009

Skills routing models have been nominated as effectively improving customer service, achieving higher first call resolution as well as better use of agent resources. Here we provide the low-down on skills based routing models and it’s not as scary as you might think

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News : IPscape news

IPscape seeking alliance partners for pay-as-you-use solutions

by Anna Kay

Thu, Apr 23, 2009

IPscape, the Australian Software-as-a-Service (SaaS) contact centre specialist, has launched the IPscape alliance program for resellers of its pay-as-you-use contact centre and call centre solutions. IPscape is a perfect fit for resellers with telco, systems integration or SaaS expertise that want to extend services into downturn-friendly SaaS call centre solutions and stop leaving money on the table.

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Australian cloud contact centre for salesforce announced

by Anna Kay

Thu, Apr 23, 2009

Australian contact centre provider IPscape today launched IPscape for Salesforce, a fully integrated contact centre module for salesforce.com. IPscape for Salesforce includes all the standard features of IPscape’s award-winning solutions such as predictive dialler, voice recording, IVR, queue management, real-time reporting and communication via voice, SMS or email.

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