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Opex-Ferrari anyone?
Tue, Mar 10, 2009
While there's plenty of talk about moving to an opex model, what can you really expect when moving from capex to opex?
The IPscape
The technical boys at IPscape are Darren Younger and David O'Leary. The boys run the IPscape technical group including managing the development, operations and telecommunication teams.
Twelve steps to boost efficiency
Tue, Mar 10, 2009
Twelve steps to help your call centre shine in the efficiency stakes but while we haven't included as the first step 'admit you have an efficiency problem', almost all contact centres - inbound or outbound - could hitch up their efficiency trousers!
Managing turbulence
Thu, Apr 23, 2009
Managing the peaks and troughs of call volume can be a painful task as unexpected peaks can often throw inbound call centres into chaos. This can also lead to unsatisfied and often irate customers who experience “longer than expected” wait times. On the flip-side, troughs equal under-utilised staff, reduction in efficiency, productivity and negatively impact the bottom line.
The five minute skills routing model – a simple explanation
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
Hello, this is your website calling...
Thu, Apr 23, 2009
As competition intensifies in the face of falling customer spending, making it easier for customers to order or call your contact centre when they are most keen to buy can make a real difference to your results.