A newly published book explains why it makes sense for contact centres to encourage customers to complain if they are unhappy with a product or a service – and how interactive voice response (IVR) can be beneficial for routing inbound calls.

The DMA has published new guidance on contact centre compliance, reminding contact centre operators of the various different organisations that hold them accountable.

UK call centre monitoring and training is part of what makes the contact centre industry unique – a way for call centre managers to observe the language used by call agents, and to provide direct coaching and feedback based on those observations. In a new book called Technology Mediated Service Encounters, Dr Anna Kristina Hultgren, […]

Debt collection call centres face some unique challenges. Call agents may be asked to contact vulnerable individuals. Calls are often aimed at recovering funds – not improving customer perception. Regulatory pressures can be significant, leading to a need to monitor and record calls for compliance purposes. In a paper published in summer 2018 in the […]

As we move into 2019, the final countdown begins for PPI claims management call centres to reach as many claimants as possible before August 29th. With the Financial Conduct Authority heavily advertising the deadline for new PPI mis-selling claims, the last eight months will be a crucial time in making sure all those affected by […]

What are the ways to maximise call centre productivity – and how do they match up with good contact centre management techniques? An article in the latest issue of BRQ Business Research Quarterly looks at both of those questions. Co-authored by a team from Rovira i Virgili University in Catalonia, Spain, and Kemmy Business School […]

Contact centre solutions like Daviker’s help you to record and analyse calls, but how does that contact centre data analysis translate into cost savings? A paper presented at the EGUK Computer Graphics & Visual Computing 2018 conference at Swansea University gives some fresh insight into how contact centre data analysis similar to that enabled by […]

Whether it’s predictive diallers that get through more calls faster, workflow solutions that allocate tasks to the best person for the job, or speech analytics that track certain key words and phrases in calls, Daviker’s contact centre solutions help you to cater better for customers of all ages. A crucial benchmark is being reached at […]

‘Freedom’ can be a worrying word for call centre managers – of course you want your call operators to give customers a positive experience, but you also need to be able to demonstrate compliance with any industry-specific regulations, and with across-the-board legislation like GDPR. If a call centre agent goes off-script, that can be a […]

GDPR compliance is a significant issue for businesses of all sizes, as under the General Data Protection Regulation, much more control is given to consumers to determine how their data is stored and used. That means, for example, that you can no longer market your services to past customers unless you have their express permission […]