Blog > Contact center management

Contact center management

10 key developments for contact center managers in 2016

Companies need to consider making the move from a multichannel to an omnichannel approach It’s becoming more commonplace now for organizations to engage with customers through multiple channels. You have your call center and for most customers, talking to a live agent is still the best way to get the result they want (and many […]

10 key developments for contact center managers in 2016 Read More »

Companies need to consider making the move from a multichannel to an omnichannel approach It’s becoming more commonplace now for organizations to engage with customers through multiple channels. You have your call center and for most customers, talking to a live agent is still the best way to get the result they want (and many

How to make IVR payments (and your call center) PCI DSS compliant

Let me start with an important distinction here first. If you want to take payment over the phone via an automated IVR system without call center agents involved, then it’s correct to talk about this as ‘an IVR payment system’.  But if it’s compliant card payments between customers and call center agents that you are

How to make IVR payments (and your call center) PCI DSS compliant Read More »

Let me start with an important distinction here first. If you want to take payment over the phone via an automated IVR system without call center agents involved, then it’s correct to talk about this as ‘an IVR payment system’.  But if it’s compliant card payments between customers and call center agents that you are

Confidence tricks – how PCI DSS compliance helps you win your customers’ trust

Loss of confidence in online transactions and data held on individuals is amongst the greatest potential risks facing any on line retailer, financial institution or public facing body. Headlines abound on data losses from banks, social websites and health providers. Each breach represents a significant blow to the reputation of the business suffering it and

Confidence tricks – how PCI DSS compliance helps you win your customers’ trust Read More »

Loss of confidence in online transactions and data held on individuals is amongst the greatest potential risks facing any on line retailer, financial institution or public facing body. Headlines abound on data losses from banks, social websites and health providers. Each breach represents a significant blow to the reputation of the business suffering it and

Telephone number changes – 0845 ain’t dead yet!

You’re probably aware that the regulator Ofcom imposed a change to the revenue regime on all UK numbers beginning 08, 09 and 118, which took effect on the 1st of July 2015.  This suggests another review of inbound telephony numbering may be worthwhile, after CCICACR (the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations) which

Telephone number changes – 0845 ain’t dead yet! Read More »

You’re probably aware that the regulator Ofcom imposed a change to the revenue regime on all UK numbers beginning 08, 09 and 118, which took effect on the 1st of July 2015.  This suggests another review of inbound telephony numbering may be worthwhile, after CCICACR (the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations) which

10 simple ways to reduce average call handling time in your contact center

Average call handling time is one of the most common metrics that call center managers use to measure the performance of their teams. It’s an easy metric to measure and provides a clear indication of how efficiently the call center is operating. Reducing average call handling time can lead to significant gains in productivity but

10 simple ways to reduce average call handling time in your contact center Read More »

Average call handling time is one of the most common metrics that call center managers use to measure the performance of their teams. It’s an easy metric to measure and provides a clear indication of how efficiently the call center is operating. Reducing average call handling time can lead to significant gains in productivity but

Ten tips for offering your callers a positive IVR experience

IVR (interactive voice response) is a powerful tool and, when used well, can help you significantly improve the service that you offer callers to your contact center as well as offer you greater operational efficiency. However when it’s badly used, IVR can be a huge source of frustration for callers and ultimately results in lost

Ten tips for offering your callers a positive IVR experience Read More »

IVR (interactive voice response) is a powerful tool and, when used well, can help you significantly improve the service that you offer callers to your contact center as well as offer you greater operational efficiency. However when it’s badly used, IVR can be a huge source of frustration for callers and ultimately results in lost