Follow the Moon (FTS) and Follow the Sun (FTS) scenarios for modern business involves being open 24/7 but 3 different global teams work a normal 9 to 5 day. This article examines the hows and whys this scenario can work for businesses and how to go about setting up your own solution. Working hours Project setup Sense checks [read more=”Read …
How do you sense check your contact centre? This article reviews the sensible checks that on a Monday morning you should be able to report on instantly. Often reporting habits imply the business is OK without giving management the full picture. The French playwright Molière said “It is not only what we do, but also what we do not do, for …
Contact Centre jargon defines an industry with its own nod and wink language. Contact Centre jargon is key to speed of discussion and clarity of ideas in a contact centre. Unlike departments which have only one specific focus the contact centre has messages to deliver on behalf of all departments. This article introduces to someone who may never worked in …
Customising training plans by individual can be done automatically with the help of technology but how to go about getting it set up? Training plans are essential for all businesses to grow their skills base and improve quality. Technology can give everyone the personal attention they need. This article is a business management article not a technical specification. Getting the …
Outsourcing is a valid business strategy but the language of outsourcing can be jargonistic. This article explores the key terms involved in outsourcing. The Basics Working with a BPO [read more=”Read more” less=”Read less”] The Basics Definition Companies come in all sizes from one person to thousands of employees. When companies grow to certain sizes, specific pieces of work …
CRM (Customer Relationship Management) solutions are used by businesses for Sales and ongoing relationship management. Which works best for your business? This article examines what a CRM is and what it should provide in context and considerations of the GDPR and legal considerations that might apply. Understanding the role of departments CRM to the rescue Insight or Metric [read more=”Read …
Best Next Action is a marketing technique when combined with sales and customer care provides better odds for selling and retaining customers. The approach uses data mining and data analytics techniques to identify opportunities to apply to a person contacting the business. This article discusses some of the fundamentals of the technique and how you can apply them in your …
Disposition codes are ways of tagging calls to say what happened. The conclusion of a call should drive work to happen and automate that work. An email to the customer at the end of a call might take 3 minutes to personalise with an offer and contract. As a business how do you keep errors to a minimum and still deliver …
Diallers seen by some as THE solution yet they can be more trouble than help. This article looks at diallers, their jargon and their associated pros & cons. This article is for managers and call centre managers who might be new to the technology. What is a dialler? The lexicon of diallers Types of dialler Final thoughts For experienced conctact …
Contact Centre metrics are vital for any contact centre operation. Some metrics are operation specific but many are generic. Are you reading the right metrics? This article examines the common and area specific metrics you should be able to review and analyse in your operation. Generic Contact Centre metrics What can I check for so far? Operation specific metrics Final …