the way to increase ‘call centre value’…
Growing to become one of the most popular independent specialist events, as bumper registrations proved… For those of you who did not secure a place here’s a resume of events from the Improving Performance Conference held in November.
We were delighted to have on board some key industry players again this year. Gary Schmidt, Customer Process Leader from CUNA Mutual Group in the States highlighted how the implementation of a quality assurance programme incorporating leading quality monitoring and call recording technology changed both their customers’ and their organisations’ perception of the call centre. The latest precision monitoring tools enabled them to improve customer satisfaction using advanced agent monitoring and also achieve an increase in sales and cross sales of 50%, in less than 18 months!
Marcus Hickman, Executive Research Director from the CCA revealed findings on the “State of the Industry”. Recent research showed that over 70% of people said Team Leaders and Contact Centre Managers needed more training. And maybe they do to solve the eternal problem; their organisation demands ‘efficiency’ and customers demand ‘service’ so how do you find common ground? With both parties facing changes in the working environment and with the increase in home and mobile working, implementing relevant applications is a necessity. The question on everybody’s lips is which technology is right for us and how do we go about it?
Stephen Owen, Technical Director from BeVoice Data Systems gave us one option. With spiralling operating costs, companies face growing pressure to reduce overheads and with the expected growth of home working (Datamonitor predicts a further increase of 37% over the next 5 years), a hosted solution could be the answer.
|During the course of the day delegates were able to look around the exhibition showcase and see demos from leading global manufacturers. NICE, Verint and ASC representatives were all available to answer questions and with independent advice from the Business Systems consultants, delegates were able to see all the latest technology and how it could work for them.For those looking for a smaller solution we introduced the Mirra IV, suitable for recording under 49 analogue/digital lines and the Perform SMB, an economically priced 100 channel system with advanced quality-monitoring capabilities.|
|Don’t miss future events, keep abreast of what’s on by checking our website regularly or call us on 0800 458 2988.|