1. Using IVR to catch customers before they complain

...essary." Rodda added that feedback from the survey system could also be integrated with call centre performance reporting statistics. "The other thing we are seeing IVR being used more...

2. Contact centres: Evolution

...basic product support to delivering more holistic customer care. Noting an increased demand for contact centre performance management systems, Nick Rodda, managing director of hosted contact centre so...

3. Admiring, not hiring is the key to skills shortage

...n arm of business to a service-orientated sector, Rodda said, describing new technical complexities to do with performance management software and automation. Each different system and each new...

4. Quality over quantity the differentiator for call centres

...y, Issue 3196, 24 January 2008 Call centres are looking beyond conventional metrics in measuring performance, according to hosted solutions company Global Speech Networks. The com...

5. Niche market warms to the Software as a Service concept

...ust ask if there's an exit charge and add-on costs, say for training or configuration, and lock in service and performance-level agreements. A Forrester Research study has compared the return f...

6. The Road to Customer Management Excellence

...come. The answers to this dilemma lie in hosted applications. Click to read more. Maximising Employee Performance whitepaper Although many organisations are committed to the principle o...

7. Better Performing Agents

Performance management is driving significant gains in customer retention, employee productivity and ultimately corporate profitability.  The foundations for effective Performance Manage