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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Touchstar Dialler technology

How Does TouchStar Dialler Technology Actually Work?

Success, Efficiency and Profit Contact centre managers are constantly looking for ways to operate highly successful, efficient and profitable contact strategies. If you fall into this camp, you might want to consider utilising TouchStar Dialler technology. Today we’re explaining how it works, and how you can use it to increase talk time, data utilisation and […]

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Workforce management

Solving 3 Call Centre Challenges with Workforce Management

If you’re reading this, chances are you’ll be aware that the contact centre can be a very tough working environment indeed. As challenging and mercurial as it is marvellously enjoyable, contact centre managers do have an arsenal of software-based tools to help ease the pressures of the job. Arming yourself with workforce management can alleviate […]

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3 facts about speech analytics

3 Things You Didn’t Know About Speech Analytics

Contact centre speech analytics is not a new concept Around since 2002, recent figures show this technology is currently in use in roughly a quarter of organisations. The sectors that account for some of the highest rates of speech analytics implementation include insurance (54%), medical (45%) and retail (40%) – showing that it’s a popular […]

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How to Boost Contact Centre Morale

7 Brilliant Ways to Boost Contact Centre Morale

Contact centre morale on a slippery, downward slope? When it comes to boosting contact centre morale, some companies just consistently miss the mark. But, with a few simple, cheap techniques, you can cheer up any team – and spark a positive change. 1. Hold a charity fundraiser Not only is a charity event great for […]

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Training benefits of speech analytics technology

5 Top Training Benefits of Speech Analytics Technology

Speech analytics technology can be remarkably beneficial when training contact centre staff. The speech analytics technology of modern call-recording is often lauded for the wonder effects it’s had on contact centre compliance. But what can it do for other areas, such as training and the improvement of customer experience? Daviker investigates. On average, businesses that […]

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