Why do you need a Dialler?

A well-trained contact centre can be a thing of beauty, with call operators slickly dialling number after number, placing as many calls as they can over the course of the day – so why do you need a Dialler to take over that part of the process? TouchStar Predictive Diallers offer automated dialling, so individual […]

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What is the future of GDPR?

GDPR is the General Data Protection Regulation, due to come into force on May 25th 2018 across the EU, and will update, and in some ways replace, the UK’s own 1998 Data Protection Act. As an EU Regulation, you might reasonably ask how the GDPR will be affected by Brexit – the UK filed Article […]

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How the TouchStar Predictive Dialler Can Help Your Contact Centre

What is it? The Touchstar Predictive Dialler is an end-to-end outbound dialler and full service contact centre solution, providing all the features you need to operate a successful and profitable call centre. The Predictive Dialler automates the dialling process – meaning your operators no longer have to wait for the phone to be answered, or […]

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Daviker Speech Analytics keeps complaints under control

Daviker Speech Analytics monitors every call your contact centre makes or receives, 24 hours a day, 365 days a year, and flags up those that contain certain trigger words or phrases of interest to your Quality Control department. This gives you round-the-clock real-time monitoring of every customer interaction, from selling new contracts and upgrades, to […]

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Workforce management unlocks the power of your people

The money you spend on your employees is likely to be one of the biggest overall expenses your business faces, so it’s important to get maximum return on investment out of those man hours. Making the best use of your employees isn’t just good for your bottom line; it can also be good for morale, […]

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Telephony ISDN vs SIP lines

ISDN and SIP lines are two of the main telephony options for businesses of all sizes, and each offers its own advantages – so which is right for you? First of all, it’s worth defining the terms, beginning with the older protocol, ISDN. The Integrated Services Digital Network was the go-to option for business use […]

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5 Reasons Why Contact Centres Are Crucial for Sales and Customer Experience

These days, everything seems digital. From online contact forms, to live chat features, there are plenty of new media marketing channels designed to help companies sell their products and services, or indeed provide an unrivalled customer experience. However, there’s still a lot to be said about the humble phone call. Indeed, the voice channel remains […]

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dialler

What a Dialler Actually Is and Why Your Contact Centre Needs One

Contact centre managers are always looking for ways to improve their operation. A predictive dialler does so by automating the dialling process, meaning your call centre operators do not have to sit waiting for the phone to be answered, to go to voicemail, or to ring off completely, which means they can spend more time […]

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Contact centre training

Contact Centre Training: The Gift That Keeps On Giving

  In our last post, we talked about ways to improve your contact centre’s customer experience. But, a great strategy is only ever as good as the staff that implement it. Today we’re discussing how crucial it is to invest in the correct training for your teams and individual agents, so that your customer service […]

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Improve Customer Experience

Quick Ways to Improve the Customer Experience of Your Contact Centre

  How is the customer experience of your contact centre? When was the last time you considered your contact centre’s customer experience? If callers are hanging up more than they’re holding on, it’s probably time to rethink a few things. If your agents seem overloaded, or you’re struggling to keep track of various queries or […]

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