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 …
Cancer is never a word you want to hear. What does a chondrosarcoma of the brain even mean? This article is a synopsis of what happened me in 2017. I hate to spoil the surprise for some of you, but I lived. Dark humour has helped me navigate some very difficult situations in my life. !! Warning !! this article …
Metric is a dirty word to some. Making metrics automatic takes the hard work out of them but how do you go about removing the stigma and the effort. An instant source of irritation and a sign of extra work often buried in that other dirty word “reports” metrics are vital to a business but often maligned. This article looks …
Academic papers are a big part of people’s college experience. Writing them can be fun and incredibly rewarding but how do you go about them? Rather than battle with a paper learn to work with it and be proud of your work. This article explains from what I did and my experience lecturing on how to approach an academic paper. …
Email or electronic mail is one of the greatest inventions of the 20th century. In 1972 Ray Tomlinson is credited with inventing the solution. 40+ years later email is still the backbone of modern communications. How does it work? This article explores a simplified technical build up of email and an introduction to how it works. Communications basics Protocols The …
FOTS or “Feet On The Street” represents one of the most interactive experiences with a customer. How can you generate the best customer and business experience possible with this interaction? With a lot of options and technology solutions available to businesses where do you start? This article examines some of the primary considerations of supporting FOTS teams. How you …
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 …
Wooden dollars are a mechanism to recognise the value of service departments such as IT and HR. Implementation may not be as difficult as you might expect. This article focuses on easy mechanisms to implement internal billing solutions for even the most grey of challenges. Accounting Basics Setup Considerations [read more=”Read more” less=”Read less”] Accounting basics Assigning value If …
Data warehouse technologies are a vital part of modern data analytics and machine learning. What is a data warehouse and how does it apply to your business? This article provides a high level business explanation for a data warehouse and introduces some of what a data warehouse can do for your business. Background Architecture Data Preparation Data Mining / Machine …