South East Contact Centre Forum
The presentations and discussion notes from the recent South East Contact Centre Forum are available to download in PDF format by clicking here.
Archive for January, 2010
South East Contact Centre Forum Presentations
Saturday, January 9th, 2010VoIP is the platform for new contact applications
Thursday, January 7th, 2010With the ultimate vision of Unified Communications in mind and seamless use of multiple channels, it is no surprise that every single system that Rostrvm has installed for contact centres in 2009 has included Voice over IP. Advances in technology have meant that VoIP now offers an infrastructure that enables many businesses – and not just the largest – to save on equipment, software, network maintenance and administration, management and operational costs.
Looking ahead, companies such as Rostrvm continue to roll out the technology to extend still further the possibilities for call centres. For example, the rostrvm ScreenPhone – a SIP softphone that converts a multimedia PC and headset into a full-function telephone, supports call centre activities such as ACD call queuing and interfaces to a predictive dialler system, rostrvm OutBound.
Ease of use is central to productivity & effectiveness
Sunday, January 3rd, 2010This year contact centres should be asking: are our systems easy to use?
- Do we have the tools we need to manage properly?
- Can we monitor what staff are doing/saying in an unobtrusive and effective way so that we can make improvements which empower agents?
Making improvements does not have to be a massive undertaking. For example, companies such as Rostrvm Solutions provide management software which can be integrated with existing systems, is browser-based for flexibility and supports real-time/historical reporting of call activity and business outcomes.
Another issue that can be addressed is deliverig the right information available in the contact centre at the right time. This is one of the main sources of frustration for both agents and their customers and can be overcome by having a call scripting and process management application for the agent’s desktop such as rostrvm CallGuide.
Software such as that provided by Rostrvm Solutions allows agents to follow scripts when they do not have full knowledge of the products or services being discussed, giving them the support they need when they need it.
Happy new year
Friday, January 1st, 2010As we slide gently into a new decade we thoguth we would spend our first few posts of the year looking at what has happened in the past year and our view of the key issues in 2010.
Looking back…
2009 was an extraordinary year, against the backdrop of recession, the contact centre industry has had to face a stronger shift in customer expectations. They are demanding higher standards, a faster service and better value for money. Alongside this, contact centres are having to comply with tighter regulations relating to customer service, such as those dealing with abandoned, or silent, calls.
Customer expectations have risen and trying to meet them requires investment. Recession has meant that contact centres need to deliver more for less at a time when they are also having to deal with the impact of the growth of the internet and other electronic communications.
In our next post we’ll give you our view of what 2010 holds for call centres, supporting business processes and technologies such as ACDs, Predictive Diallers, Task & Media Blending…
