At the recent Customer Contact EXPO in London, many people seemed to be stating the obvious – that today’s customers expect their dealings with contact centres to be easy.
The most popular areas of our web site are the Planning tools and the Rules of thumb. These sections deliver free advice for anyone planning to start a new contact service or enhance a call centre.
Recently the contact centre’s purpose has changed from transactional activity to one where your customers can contact you for a wide range of reasons and through a variety of media.
Many organisations, particularly local authorities and others in the public sector, are under pressure to deliver services at a significantly reduced cost, due to spending cuts. Rostrvm Solutions, contact centre software developer, looks at ways to lessen the impact on the customer.
Successful contact centres are those that have the technology and people to be able to adapt rapidly to changing demands – and that doesn’t have to mean constantly spending more – says Rostrvm Solutions, contact centre software developer.
Embracing social media can enhance business. Gaining experience could be the difference between being competitive in 2012 or perhaps losing the race. There are some do’s and don’ts to consider before launching in and here are our top 10…
As Woking-based contact centre software developer Rostrvm Solutions celebrates 25 years we asked Ken Reid about the ingredients of its success and how it has seen off more than one recession!
Telefocus Limited, an outsourced call centre provider of high performance inbound and outbound campaigns, was a finalist at The Contact Centre Innovation Awards 2011. Telefocus utilises the rostrvm CallDirector ACD inbound call handling software and outbound dialler service from Rostrvm Solutions.
Telefocus, part of the Hertfordshire Ltd Group of companies, delivers call centre services to clients in sectors including consumer credit, financial services and the mail order market. Telefocus reviewed its contact management technology in the context of continued business growth and recognising the need for technology that is cost-effective and flexible enough to support organic development
As we slide gently into a new decade we thoguth we would spend our first few posts of the year looking at what has happened in the past year and our view of the key issues in 2010. Looking back... 2009 was an extraordinary year, against the backdrop of recession, the contact centre industry has had to
Insure4Retirement.co.uk, a trading name of Insurance Dialogue Limited (IDL), is an independent intermediary specialising in insurance for people aged 50 and over. To support continued business expansion IDL has deployed SIP based VoIP call centre systems. rostrvm OutBound predictive dialler and campaign management system rostrvm CallGuide Contact Point Management rostrvm CallDirectorACD inbound contact management and contact
Contact blending in the call centre increases operational effectiveness allowing call centre agents to handle more contacts in any given period. But what do we mean by ‘blending’? Call centre blending commonly means combining inbound and outbound telephone call activity – typically using ‘spare’ staff capacity to make outbound calls during periods of low inbound call
Rostrvm Solutions has announced a strategic partnership with Red Box Recorders. The companies will work together to provide call centres with call handling and recording applications which maximise efficiency and improve customer service from one totally integrated platform. The unique integration means that Red Box recorders can now replay calls based on campaign information provided by
Most call centres have Management Information for agent activity. But what about people who provide support, and are a large part of the costs, for your business but are not are not on the phones or directly interacting with your customers? Our new application note provides an overview of how rostrvm can bring call centre efficiencies
Call centre managers can review the challenges and benefits of task blending to optimise call centre resources in a seminar session at the Professional Planning Forum next week. Ken Reid of Rostrvm Solutions will draw on twenty years industry experience to explain how managers can fine-tune the balance between real-time resource availability and demand across multiple