Future Call Centre @callcentrebpm
Avaya & IBM Business Process Management for Call Centres. 9% improvement in first call resolution, 14% decrease in average call handling time on recent trial. futurecallcentre.com Oxfordshire Joined December 2011-
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Followers114
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Following206
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lnkd.in/anAGpH I'm amused by the inclusion of calls answered after 90 seconds. The reality is that your chances of first call...
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lnkd.in/t_qx_a The either/or mentality has gone into overdrive here. But it isn't that simple. How people buy has changed. They...
Anyone know of a list of UK based Callcentres?
Just added myself to the wefollow.com twitter directory under: #oxfordshire #businessprocessmanagement #callc
RT @IBMBizAgility You've entered a chaotic zone > Time for agility: ow.ly/8rVCD By @KDawson #BizAgility #custservs must stay sharp
The investment choices for customer contact centres are tough. Some challenging issues discussed here: customermanagementiq.com/strategy/artic…
Great interview talking about social media effect on call centres salesforce.com/uk/socialsucce…
How will you make your customer experience high quality and consistent in 2012? NZ article outlines the issues we face ow.ly/8oo2b
Forrester are always worth keeping an eye on. Some interesting points in their 2012 Customer Service Trends outline ow.ly/8ol4X
Future Call Centre retweeted
Interesting article on apprenticeships for call centre staff: bit.ly/w2zxAc via @JontyPearce.
Some things age well. @ndkgroup 's article about putting manufacturing process into #callcentres is an excellent example:...
More 2012 trends for #custserv - delivered by fortune cookies: thepaceofservice.com/archives/524 some excellent points made.
Future Call Centre retweeted
NEW: #Leaders, Reduce These 21 Burdens of Needy Customers bit.ly/xFn1wC #peopleskills #cxo #cxp #cx #cex #custserv #helpdesk #IT
Customer Management trends for 2012 outlined here: customerthink.com/blog/the_top_t… Lots of talk about agile methodologies - we couldn't agree more.
Been to the @britishlibrary 's IP and Business Centre recently. Excellent, free resources with lots of #custservs information.
RT @JontyPearce Phones forgotten amid mobile obsession ow.ly/86hZp #callcentre - callers from more channels mean process risk #cctr
Have a read of the #whitepaper, let us know what you think! #callcentre #cctr
Our first whitepaper is now available: Improve First Call Resolution by Streamlining Call Processes #FCR #BPM #callcentre #cctr
We're working on a series of six #whitepapers about our (and customer) experiences in #callcentre situations. No.1 coming up shortly.
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