Apr 23, 2015
The potential for “he said/she said” disputes between companies and their customers is growing exponentially as an ever increasing number of transactions and interactions are undertaken over the telephone. And this, says Matthew Balcomb, CEO of Call Cabinet Southern...
Apr 17, 2015
With fast emerging technology such as automated voice messaging (AVM) and Interactive Voice Response (IVR) being increasingly introduced into the call centre-run debt collection industry, employers are able to increase productivity and reduce staff head count by up to...
Apr 9, 2015
If you are running your contact centre effortlessly and cost effectively and your customers are satisfied, this article is not for you. There are very few organisations that should not consider outsourcing their contact centres because there are very few organisations...
Mar 30, 2015
Phrases and headlines such as “the customer engagement revolution”, “making customer engagement effortless”, “improving customer engagement” and “investing in customer engagement” abound in traditional media and social media, says Ebrahim Dinat, COO at Ocular...
Mar 24, 2015
As the world continues to battle with the hangover of the 2008 financial meltdown, companies are continually looking to shave off costs wherever they can – and this is also true of the call centre industry, where bottom-line costs are being scrutinised. This business...
Mar 20, 2015
As a small business owner be aware of the pros and cons of a site-based PBX versus a hosted PBX and how each solution addresses your requirements, says Sacha Matulovich, sales and marketing director, Connection Telecom group and CEO, FatBudgie. Do you require...
