Archive for the ‘seminar’ Category

rostrvm @ Professional Planning Forum

Thursday, April 8th, 2010

We will be attending and exhibiting at the annual Professional Planning Forum conference to be held at the National Exhibition Centre near Birmingham on 19th & 20th April. If you are going to be there why not pop along and see us?

Doing more with the same…

Wednesday, March 17th, 2010

… or doing the same with less.

Call centres are under pressure. Rostrvm Solutions will be presenting practical ideas on how to remove waste, increase control and enhance customer contact productivity at the South East Contact Centre Forum events later this month.

To learn more visit the Contact Centre Forum’s web site

South East Contact Centre Forum

Friday, December 4th, 2009
South East Contact Centre Forum

South East Contact Centre Forum

An enthusiastic audience of call and contact centre managers visited Rostrvm Solutions to attend the inaugural session of the South East Contact Centre Forum.

The Forum’s aims and objectives were presented together with discussion of specific operational and technical issues that the forum will look to address over the coming months

LEARN HOW CALL BLENDING CAN MAXIMISE CALL CENTRE PRODUCTIVITY

Wednesday, December 3rd, 2008

Call centre managers can review the challenges and benefits of task blending to optimise call centre resources in a seminar session at the Professional Planning Forum next week. Ken Reid of Rostrvm Solutions will draw on twenty years industry experience to explain how managers can fine-tune the balance between real-time resource availability and demand across multiple media and multiple tasks in order to maximise staff productivity in trying economic times.
 
The seminar will examine methods of maximising spare capacity by mixing and matching available agents to communications requirements. Delegates will benefit from Ken’s extensive industry experience of optimising call centres using call blending and learn how business rules can be employed to meet operational targets, service levels and staff motivation needs, as well as how to use call blending to handle multi-channel enquiries. 
 
Ken Reid explains, “The modern contact centre still tends to operate in silos, with the inbound and outbound operations kept segregated. But it’s inevitable in an economic downturn that workforces will be trimmed-down and streamlined, so it makes sense to maximise the skill set of existing staff. By employing a call blending solution, managers will ensure that there are enough agents to handle calls when the volume is high, and that productivity levels do not slip when calls are fewer and further between. 
 
 “The importance of call blending is growing all the time; and those failing to implement it will lose out in the long run. The role of the contact centre is expanding and becoming more complex all the time, so to allow agents to handle a range of contact media – phone calls, email enquiries – will only serve to increase its effectiveness.” 
 
Rostrvm Solutions is a leading provider of contact centre software applications that make call centres and contact centres work efficiently and effectively. To find out more about the seminar and conference programme, please visit: http://www.planningforum.co.uk/