Category Archives: Smarter Working

Bridging between search and selection and coaching

Working at a contact centre requires specific competences and skills, combined with the right motivation. That justifies a thorough recruitment process. The results of this process cannot only make sure that the right people appear at the start, they can also form the basis of good coaching and guidance. Text: Debby van Rhoon Which skills do you need to be a good contact centre agent? … Continue reading Bridging between search and selection and coaching »

Unified Communications

Success Unified Communications is highly dependent on process and knowledge understanding of contact centres Text: Gordon Loader, Senior Manager, Solutions Marketing EMEA at Avaya Unified Communications seemed to be a hype for a long time. More and more companies start to realize that orchestrating communication and cooperation at different locations, times and channels can bring in big advantages. This is certainly the case for contact … Continue reading Unified Communications »

Knowledge

The value of Knowledge and Information management in the Contact Centre Text: Ingmar Dobbelaar − Change Manager at The Customer Contact Doctor Knowledge management and information management make an important contribution to the improvement of the hard Key performance indicators (kpi’s) of the contact centre, like an average decrease of the conversation duration and the increase of client interactions that are dealt with in one … Continue reading Knowledge »

From opt-out to opt-in

Erik Bouwer It is cheaper to keep a client than to bring in a new customer. Different studies show that direct accessibility of companies and institutions is getting increasingly important for customers. Organizations need to be accessible, but they can also pick up the telephone themselves. But in a lot of countries there is a legislation about telemarketing or outbound calling. Explaining all the differences … Continue reading From opt-out to opt-in »

Bridging between search and selection and coaching

Working at a contact centre requires specific competences and skills, combined with the right motivation. That justifies a thorough recruitment process. The results of this process cannot only make sure that the right people appear at the start, they can also form the basis of good coaching and guidance. Text: Debby van Rhoon Which skills do you need to be a good contact centre agent? … Continue reading Bridging between search and selection and coaching »