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breaklines Vol. 2 April 2009

Sat, 06 Jun 2009 23:02:00 -0000

Making inbound incredible

Inbound Intelligence is an Oxymoron

Simon Burke — Thu, 23 Apr 2009 06:30:00 -0000

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?

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

Anna Kay — Thu, 23 Apr 2009 05:37:00 -0000

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.

Australian cloud contact centre for salesforce announced

Anna Kay — Thu, 23 Apr 2009 05:34:00 -0000

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.

Hello, this is your website calling...

The IPscape — Thu, 23 Apr 2009 05:28:00 -0000

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.

The five minute skills routing model – a simple explanation

The IPscape — Thu, 23 Apr 2009 05:14:00 -0000

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

Managing turbulence

The IPscape — Thu, 23 Apr 2009 05:12:00 -0000

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.

Inbound Makes Inroads for Teleconnexions

Anna Kay — Thu, 23 Apr 2009 05:10:00 -0000

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.

Don’t just twitter about, get relevant

Simon Burke — Thu, 23 Apr 2009 04:41:00 -0000

In case you've missed it, the next big thing in marketing and customer service isn't twitter - it is relevance. While the entire world is a-flutter with twitter and social media (blogs, facebook, Linkedin etc) they are merely a reaction to the consumer push for more relevant communication (on their terms).

Video: Teleconnexions technology insights

Anna Kay — Thu, 23 Apr 2009 00:55:00 -0000

"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)

The egg-timer dilemma: measuring first call resolution

Jason Hime — Wed, 22 Apr 2009 23:26:00 -0000

Years ago measurement was all talk - talk time anyway. Short talk time meant more calls could be handled so there would be shorter call queues and customer satisfaction would rise - right? Wrong. If anything metrics such as these helped to drive down customer satisfaction as real customer insights and detailed problem resolution were sacrificed at the altar of corporate cost-cutting.

Making inbound incredible

Anna Kay — Wed, 22 Apr 2009 21:39:00 -0000

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!