BT enhances Contact portfolio
BT has announced innovative new capabilities for its BT Contact portfolio, designed to make organisations easier to do business with, while removing costs and complexity from their contact centre operations and enabling “omni-channel” customer service. Those...
Web chat effective in contact centres
BT has announced the key lessons from research it has conducted into the latest communication channels being used by contact centres. One of the most significant developments BT has seen is the increasing use of Web chat as a channel for advisors to talk to...
Hosted models boost customer service
Many businesses and call centres have come to wrap their heads around the concept of hosted technology, where a provider offers the customer affordable, pay-per-use access to technology, along with ongoing support and service, says Jed Hewson, director of 1stream. ...
The value of BI in contact centres
Opportunity costs and inefficiencies are the certain lot of contact centres that do not have an integrated, realtime interrogative view of customers and business flows, and cannot trace the link of these variables to sales, service and, ultimately, profitability....
Six priorities for contact centres in 2013
If contact centres aren’t preparing to embrace these six key trends, they have already fallen behind, says Ian Goss-Ross, CEO of Elingo. Too many contact centres have relied on tried-and-trusted technologies for too long. But emerging trends and technologies that have...
Functionality a key contact centre driver
Technology upgrades and migration to IP/SIP are key drivers for the contact centre systems market in Europe, Middle East and Africa (EMEA). Revenue growth in the analytics segment is robust, followed by the quality monitoring (QM) segment. Despite the presence of...