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Are you struggling with bad data in your CRM? Have you tapped into the wealth of information your contact centre interactions data holds?
Categories: Library, Partner News
We all know that the pandemic has accelerated digital transformation and that contact centres have followed suit, with 3 or 4 now using full or partial cloud solutions. Calabrio’s original research, State of the Contact Centre 2021, is based on a survey of 273 contact centre managers in 3 major global markets and in a variety of industries.
Following on from my last article we are seeing a lot of data being displayed graphically, we can take some great ideas from these but we can also see examples of some of the common pitfalls we need to avoid.
Categories: Library, Data, Analytics & Insight
Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership, Beyond The Contact Centre & Back Office, Learning & Development, Digital & Omni-Channel
Categories: Library, Planning & Resourcing
Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership, Beyond The Contact Centre & Back Office, Learning & Development, Digital & Omni-Channel, News & Events
Categories: Library, News & Events, Partner News
Insights & Tools You Can Use to Increase Your Pandemic Escape Velocity Insights.
Budgets don’t typically create excitement, more of a necessary evil, “we need to do it”, it is often a long drawn out, boring process which often feels like a making the numbers fit, which few people follow anyway. Tedius detail, wild estimates, ambitious sales targets and even more ambitious handle times and shrinkage percentages.
In the fact the only thing potentially more tedious, unnecessary and, drawn out would be a keynote on the very topic.
Outbound dialling – viewed by some as a nuisance, and by others as a vital tool in the battle to serve customers in the most effective and efficient way possible. Whether done manually via a list or automatically using the latest in Dialler systems, hundreds of companies employ tens of thousands to make outbound calls for making sales, managing inbound queues, imparting information, or collecting outstanding monies. It is a very important consideration for modern companies.
Which possibly makes it more surprising that so little consideration is actually given to the best way to build capacity plans or plan FTE requirements.
As a result of Covid-19, each aspect of the employee lifecycle has been challenged. This has provided an opportunity to design and rebuild a new and joined up approach, supporting both the long- and short-term strategies. The uncertainty of planning during a pandemic has led to decisions being made with a short-term view in mind; some of these responses may turn out to be poor enduring solutions.
Moving to your Contact Centre to the cloud is easier and more critical than ever!
As organisations change their “Target Operating Models” post Covid, many are looking to challenge their current scheduling methodology (and advisor contracts) as they integrate some form of homeworking strategy into their business.
Watch on-demand David Vernon’s presentation from The Forum’s National Conference - Enabling Flexible Working Practices.
Have you thought about the awesome power of benchmarking? If not, maybe you should.
Homeworking specialist Sensée is recruiting immediately for 200 new work-from-home roles.
Categories: Library, Strategy & Leadership
Is collecting debt in large volumes on the horizon? Aspect is a leader in the outbound dialer market with contact capabilities that power automated, compliant campaigns, that help you send the right message at the right time – which helps improve collection activities.
As we say farewell to 2020 there are plenty of positives to take from this year of change and challenges. Magnus Geverts at Calabrio sums up the lessons learned and reveals his top 3 predictions for 2021.
We have now launched our programme of activity for 2021, combining the very best of virtual and face-to-face to offer you a variety of ways of maximising your membership.
The forced virtual environment of 2020 has given us a huge learning opportunity to understand how we can grow our community, make more events easier to access whilst still ensuring value.
These can be accessed through your membership, or pay-as-you-go.
Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership, Beyond The Contact Centre & Back Office, Learning & Development, Digital & Omni-Channel, News & Events, The Forum Events
Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Ed Creasey at Calabrio shares a forward-looking plan for the “new normal”.
Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership, Beyond The Contact Centre & Back Office, Learning & Development, Digital & Omni-Channel, News & Events, Partner News
Categories: Library, Planning & Resourcing, Beyond The Contact Centre & Back Office