« Q & A: Software to Train English Proficiency for Call Center Agents | Main | IBM Technology: Protecting Call Center Recordings »

Jul 4
Guest Post: John Joseph on Top 5 Contact Center Tech Developments You Should Be Considering

Our guest blogger today is John Joseph, Vice President of Corporate Marketing at Envox Worldwide. He manages worldwide marketing, including corporate and marketing communications, product management and marketing, and all 3rd party marketing for the company.

John JosephWith all the news out there it’s hard to decipher what’s important and what’s not. Nowhere is this more confusing than in the world of technology. As a call center manager you are faced with daily technology news updates, vendors calling to sell their latest products, agents complaining they need more automation and management looking over your shoulder to be sure expenses are managed while efficiency and productivity aren’t compromised.

Here are the Top 5 Tech Developments you should pay attention to:

#1: Computer Telephony Integration (CTI) - optimize contact center efficiency and personalize the customer experience by adding intelligent call routing, screen pop, call monitoring and click-to-call functionality to your contact center solution.

#2: VoIP - Internet telephony enabled by Voice over IP (VoIP) technology can lower corporate phone bills by as much as 40% and centralize your contact center operations for increased agility, streamlined management and more efficient use of staff.

#3: Speech - dramatically reduce call center costs by replacing proprietary interactive voice response (IVR) systems with self-service solutions powered by automatic speech recognition (ASR), text-to-speech (TTS) and speaker verification technologies. Speech technology has become more mainstream and sophisticated in the last year, offering an opportunity for contact centers to re-engineer their self-service applications to be more robust, dynamic and personalized.

#4: Outbound predictive dialing – along with increasing efficiency, outbound predictive dialing can help to proactively and personally communicate with existing customers for greater loyalty and upselling.

#5: Video - video provides a unique opportunity to create more effective self-service and revenue enhancing solutions as well as decrease call times on more difficult inquiries, especially for technical support, because you can “show” someone instead of playing 20 questions. It also offers branding and marketing opportunities and can increase agent effectiveness on more difficult sales calls.


Comments/Trackbacks





I have to agree on VOIP. I can't think of any other call center company that don't integrate VOIP in their systems. I've been in the industry long enough to see the change and I'm happy to see people are following suit.


visit this website for more info:

outsourcingphilippines.com.ph

join our group
visit this website for more info:

outsourcingphilippines.ph

Share your skills
visit this website for more info:

philippinecallcenter.ph

Hi!

You did good job.

Regards,
Abdiel Technologies.

The global call center industry is projected to reach US$130B in 2010. There is more than enough business for Philippine call centers to double or even triple their revenue.

submit a trackback

TrackBack URL for this entry:

post a comment

Name, Email Address, and URL are not required fields.





Comment Preview

« Q & A: Software to Train English Proficiency for Call Center Agents | Main | IBM Technology: Protecting Call Center Recordings »

Advertise

Related Resources

sponsored ads



subscribe


Prefer Email?
Subscribe below-

Enter your Email:


Powered by FeedBlitz What's this?

Current News

Support This Blog

blogroll


 


Know More Media - Customer Service / Services

know more media network

View Network Map

Network Feed List (OPML)

Know More Media Network
Feed


we support unitus

PRWeb

Influencer



CallCenterScript is a member of the Know More Media network of business related blogs.

Here are some current headlines from some of our business publications:


Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 619

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 620

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 621

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 622

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 737

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 738

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 739

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 740

CallCenterScript

AdHurl

TheBizofKnowledge


Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 619

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 620

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 621

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 622

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 737

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 738

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 739

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 740


Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 619

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 620

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 621

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 622

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 737

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 738

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 739

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 740

HealthCareVox

BrainBasedBusiness


Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 619

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 620

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 621

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 622

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 737

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 738

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 739

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 740


Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 619

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 620

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 621

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 622

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 737

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 738

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 739

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 740