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Speech Strategies for your contact centre….

Speech Strategies for your contact centre….

With typically 2-3% of most customer interactions being monitored by your Quality Assurance function you can see why some contact centres are moving towards implementing speech analytics as a tool. But how do you make sure that the new Speech Analytics tool doesn’t...

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So you are setting up a new contact centre?

So you are setting up a new contact centre?

  So, you're setting up a new contact Centre..... In this article we look at some of the key considerations for someone who wants to set up a contact centre, you might be growing in numbers and now is the time to embrace new technology and develop your contact...

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To Cloud or not to Cloud?

To Cloud or not to Cloud?

The Contact centre in it’s truest form has been around since the early 50’s and mid 60’s with the introduction of Automatic Call Distributors (ACD) it enabled what we now know as our more “traditional” call and contact centre environments, the ability to direct large...

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You are 100 in the queue

You are 100 in the queue

As a contact centre business consultant, I’m always intrigued when I call a contact centre to see how the service they are offering stacks up, last week…

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Fast Food Generation

Fast Food Generation

As a 16 years old I was like many other teens around me wanting to spend my money on CD’s and DVD’s and computer games but the difference came when at 17…

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Gift of the Gab?

Gift of the Gab?

Sales is not a dark art. The perception is that some people are natural born sales people and have the “gift of the gab” the truth is some of us are more naturally…

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