Industry News & discussion

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Why CRM Is Essential For Effective Contact Centre Engagement

March 6, 2017

Colin Hay, VP Sales, Intelecom UK looks at the advantages of smarter CRM . CRM provides the customer data, workflow and analytics that fine tunes contact centre engagement into relevant, effective and profitable dialogue.

Read full article on: ContactCenterWorld.com - article

How to Measure and Optimize First Call Resolution

March 6, 2017

This article by Symon Edmonds, Marketing Manager for Nectar Desk in Canada, takes a look at how to measure and optimize First Call Resolution in your call center. He explains how to define first call resolution (not as simple a task as it may sound) and some strategies to increase your FCR rate.

Read full article on: ContactCenterWorld.com - article

Is Your Digital Customer Service Just Skin Deep?

March 6, 2017

Thomas Rødseth, VP of Product and Marketing at Intelecom takes a look at what contact centres can learn from digital transformation

Read full article on: ContactCenterWorld.com - article

Customer Happiness and Increasing Revenue: You Can Have Both

March 6, 2017

According to a recent study by Pew Charitable Trust, 8 out of 10 Americans are in debt. In any industry, there is no substitute for a customer base that remains loyal, but when collecting, a traditionally difficult situation to traverse, good customer service could be the difference between staying in business or not.

Read full article on: ContactCenterWorld.com - article

When IoT Meets Technical Support

March 6, 2017

In this article we explore the IoT effect on tech support and how CS operations should prepare.

Read full article on: ContactCenterWorld.com - article

Should a Contact Centre Advisors Handle Calls, Emails and Chats?

March 6, 2017

Should call centre advisors be in charge of multiple channels? Or, would it be of greater benefit for advisors to become specialised in just one? Call nature and size matters So far, the decision of whether or not to skill […]

Read full article on: Call Centre Helper Author: Charlie Mitchell