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!

Have you thought about the awesome power of benchmarking? If not, maybe you should.

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.  

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.

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”. 

First-ever virtual Calabrio customer conference showcases cloud-based WEM platform designed for the modern, agile contact centre

For 10 years our Forum Hero Awards have spotlighted role models for each community of best practice - individuals who stand out for how they learn and share. For 2020, we recognise 3 further Forum Heroes