Articles
Optimising business processes helps to facilitate customer-oriented activities.
Client centricity must be the driving principle of every customer service strategy.
Functionality is the most important criterion when evaluating a cloud-based communications solution, says Dave Paulding, regional sales director at Interactive Intelligence.
Blending e-services and the contact centre provides various channels to communicate with customers.
Dave Paulding, Interactive Intelligence`s regional sales director, offers tips for those negotiating the shift to multichannel contact centres.
SMS is fast becoming a valuable media channel for business.
The use of remote contact centre agents is becoming more commonplace, and the benefits are growing too.
Optimise agent performance in a real-time world to make the contact centre more efficient.
Workforce management needs process definition and organisational consideration.
Planning for an IP-oriented infrastructure is crucial when moving over to VOIP.
The best way to run a contact centre is not having one at all.
Companies should evaluate whether IP communications are a valid business choice.