As we transition from 2017 to 2018 now’s the time to look at the operational and technology themes that we expect to be at the forefront of contact centre thinking in the coming year. Undoubtedly a big consideration across all areas of technology and customer interaction will be the GDPR but, as stated in the Information
To reduce costs, increase efficiency and improve the customer experience of your contact centre, tackle how your staff use your systems and optimise desktops.
Many of our customers are enjoying the benefits of poweredbyrostrvm – our cloud service which combines all the flexibility of rostrvm with the agility of cloud. Here’s a quick update on what it could do for your business.
rostrvm can be quickly and easily integrated with Microsoft Dynamics CRM using our standard connector to provide a fast, effective joined-up system for your contact centre.
rostrvm can be integrated with Salesforce to get the most out of your customer data with all the enterprise features of our call handling and contact centre software – it’s quick and easy to do using our standard connectors and desktop tools.
Rostrvm Solutions has been named as one of the Top 10 companies in Call Centre Helper’s ‘Top 10 Contact Centre Technology awards’. Ken Reid, one of our directors, said: ‘To put that into context, if you Google ‘Contact Centre Technology’ you get over 54 million results. Readers of Call Centre Helper have voted for rostrvm as
In an earlier blog we explained how rostrvm works with Skype for Business; that’s because of its flexibility. In fact, rostrvm will overlay almost any communications infrastructure to give you and your customers a great experience.
Interactive Voice Response (IVR) has been around for many years now and it can be really valuable support for both customers and the contact centre but the key is to ensure that it’s implemented well, designed around your customers’ needs and supports your specific business aims.
We’re pleased to announce that rostrvm is on the shortlist for Call Centre Helper’s 2017 ‘Top 10 Contact Centre Technology’ awards. The awards give recognition to the best products on the market and are voted for by readers of CallCentreHelper.com. In March their website had 237,174 readers (visitors), so that’s a prestigious number available to vote.
We’re delighted to announce that Adam Cohen has been appointed as a Sales Support Consultant at Rostrvm Solutions. If you’re an existing customer of ours you may well recognise Adam as he started out in the call centre division of Royal Blue as a programmer, before becoming Support Manager at Rostrvm
Skype for Business provides a powerful, unified communications platform connecting people across disparate locations and multiple media from their PC, phone, browser and tablets. It lets you collaborate with anyone, anywhere. The contact centre is a complex and structured business environment with specific operational and cultural needs and “Skype support” can mean many things.
We’ve been using our knowledge and experience gained from over 30 years in the contact centre industry to develop dynamic applications suitable for specific industry needs. If you’re wondering how flexible we are, here’s an example: The social housing sector is now using rostrvm technology to reap big benefits when tackling the seismic changes brought about
This year saw rostrvm reach its 30th anniversary. To mark the occasion we’re sharing 30 tips for contact centre success.
You know your customers, right? This year has thrown up some rather potent examples of what happens when this isn’t the case.
Getting your contact centre ready for Christmas? Here’s our festive checklist!
Matt Slaney has joined Rostrvm Solutions as a Software Developer. He previously worked in support, testing, development and data migration in a blue-chip company. Matt’s focus at Rostrvm will be the continued development of the rostrvm Manager web application, which is right within his skillset.
The financial benefits The beauty of cloud is that there’s no expensive outlay – and no sizeable maintenance and upgrade costs. The core infrastructure – telephone lines, internet services, servers and network equipment – are provided and managed by the cloud service provider. This reduces significantly the start-up costs and implementation time, so Return on Investment
Rostrvm is celebrating 30 successful years in the contact centre industry and we’ve been involved with many changes and innovations over that time. The biggest, of course, is the internet and digital-based services such as the Cloud. Following on from our last blog about replacing or upgrading outdated systems, the natural question for contact centres is:
Contact centre agents and their customers hate slow, outdated systems. So why do some contact centres insist on keeping them? Flog a dead horse and you get tired and frustrated but there’s still no way that horse is going to move!
To solve a contact centre issue talk to the people ‘at the coalface’, who are often the agents/advisors. Sounds obvious but in hectic business environments it doesn’t always happen.
Have you noticed how the contact centre industry uses a lot of jargon and long ways of saying the same thing? We’ve introduced our new blogs – ‘Straight talking’, based on our 30 years’ experience in the field, which tell you briefly what you really need to know to run a successful contact centre operation. We’ll
Interactive Voice Messaging (IVM) – One of the central challenges for outbound campaigns is making contact with your audience at a time that suits them. We’ve added an Interactive Voice Messaging (IVM) module to the rostrvm Outbound suite. IVM complements live agent contact strategies – such as predictive dialler campaigns – with an automated message inviting
We’re at the IT in Housing Exhibition for those involved in the provision of social housing. You’ll be able to learn about rostrvm for Housing, our proactive contact solution specifically for the Housing sector to address the financial challenges created by Universal Credit (UC) and Welfare Reform.
The importance of recording telephone calls for compliance and quality monitoring purposes is well understood. But in today’s multichannel contact centre a ‘conversation’ can meander from one medium to another – web chat to email to telephone call and back again, making it harder to record. We’ve enhanced our recording system rostrvm AuditLog to capture contact
This year we’re celebrating 30 years of the rostrvm contact centre software suite. Here we take a look back over some of the milestones.
Have you noticed how everybody’s talking about omnichannel? It’s a big buzzword at the moment in the contact centre industry.
This series of blogs has been focusing on how to make things easier for customers and provide a fast and seamless service. One of the biggest obstacles to achieving this for many businesses is trying to work efficiently with a mixture of legacy IT, newer architecture and existing processes. This is particularly evident on the contact
Continuing our series of blogs looking at how customers’ lives can be made easy using all areas of the contact centre, including Inbound, Outbound, Desktop Optimisation and Managing Performance. Save customers from ‘repeat street’ and being passed around the contact centre.
In this series of blogs we look at how customers’ lives can be made easy using all areas of the contact centre, including Inbound, Outbound, Desktop Optimisation and Managing Performance. Deal with those massive queues to get through!
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.
As part of its continued growth Rostrvm Solutions is pleased to welcome Matt Ryan to its Support team.
Transforming customer service delivery 12th March, The Studio, Manchester Following our successful bid at one of the top Housing and Care Associations in the UK; Rostrvm Solutions is proud to be sponsoring the Northern Housing Consortium – Customer Contact Centres Conference.
Have you heard about poweredbyrostrvm – the hosted contact centre service delivered in the cloud by Rostrvm Solutions? Whatever your customer contact challenges you can use poweredbyrostrvm to become the contact centre you need to be.
Another thing for you to think about this year is the change in call charges that come into play soon.
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.
In recent months we’ve seen 2 apparently contradictory themes – “I want my call centre to be easy to use with agents working from anywhere” and “I’m worried about security and need to lock down the call centre technology”.
Customers want to be able to get in touch and they don’t want to get stuck in the usual IVR system, wading through lengthy menu options or ‘speaking’ to a voice recognition system that refuses to understand,
We wish you a great Christmas and a cracking 2015.
The Telemarketing team at Heritage Health, a private medical insurance broker, have generated some 60% increase in customer “Transfers” since using the poweredbyrostrvm cloud contact centre service. Emerson Peacey, Managing Director at Heritage Health, says, “We offer UK Private Medical plans, International Medical Insurance for expatriates and specially-designed schemes for individuals, groups and businesses. With poweredbyrostrvm we’ve
Rostrvm Solutions, the customer service hub software provider, has teamed up with Pythagoras to provide flexible contact centre and desktop software that’s integrated with Microsoft Dynamics CRM.
Aston Villa Football Club’s Consumer Sales Department, which is supported by technology from Rostrvm Solutions, has won the ‘Best use of Technology’ category at the Midlands Contact Centre Forum Awards Programme.
If you’re using Microsoft Dynamics and are looking for a high-performing contact centre/desktop solution, we’re pleased to announce that MS Dynamics CRM can now be integrated with rostrvm.
Nick Darke has joined Rostrvm Solutions, the contact centre software developer, as a Business Development Manager. He will be instrumental in accelerating the company’s growth through spreading the word about Rostrvm’s innovative products.
This month, Oscar Rickett of The Guardian wrote an article which suggested that: ‘Customer service is becoming more Kafkaesque by the day, with rounds of Muzak, the endless repeating of your name, address, birth date and maybe name of a childhood pet, the name of the street you grew up on …’ It rightly stated that
Rostrvm Solutions sponsored the Dynamic Scripting & the Unified Desktop chapter of ContactBabel’s recently published UK Contact Centre Decision-Maker’s Guide 2014.
When we visited the recent 2014 Customer Contact EXPO at Olympia, London, speakers were focusing on how to achieve good service and value at EVERY customer touchpoint. With customers using everything from mobile, to email to webchat to communicate with contact centres and expecting a fast and helpful response, speakers concluded that technology should play a
Having a multichannel environment can involve several departments – IT, marketing, corporate – not just the contact centre. Consistency can only be achieved if everyone involved is briefed properly and methods and processes are integrated. This may sound obvious but it doesn’t always happen. The organisational structure, responsibilities and required skills needed should be considered as
You may have heard about the outrage caused in the past week when a mobile phone company introduced a new charge for contacting its call centre. Basically it’s offering customers the choice of paying an extra 50p to skip the queue when calling customer service.
Providing scripts to your contact centre team to base their conversations with customers around can really boost their performance in a variety of situations and ensure compliance – and not just during training. Scripts can also help to achieve higher first call resolution rates; a well-informed customer service advisor who is confident about how to handle
Our latest system update (rostrvm 9.2) adds support for Windows 2012 server.
Your contact centre’s purpose has changed from transactional activity to an environment where your customers can contact you for a wide range of reasons and through a variety of communication channels – you can talk to your clients on the phone, by email, text message, chat, social media … the list goes on.
Gales, floods, illness … disruptions to daily life this winter have massively impacted contact centres, some of which are struggling to cope. Call volumes have rocketed – and so have customer complaints, which have become increasingly vocal, through the use of social media.
You’ve seen our website………… You’ve followed our posts on Twitter………… Now you can follow our “Pins” as Rostrvm has now joined Pinterest.
After a period in an interim role Mike Boyle has joined us permanently as Operations & Service Manager.
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 communication channels – you can talk to your clients on the phone, by email, text message, chat, social media … the list goes on.
The use of social media in the contact centre has been on everyone’s radar for a long time and as our research shows social media in the contact centre is starting to happen.
As simple customer transactions shift channels to self-service your contact centre “conversations” – phone calls, emails, text messages…. – become more complex with an ever-increasing proliferation of systems used by the agents to complete the activity.
One thing that we know for certain is that predictive dialler use will continue be a focus for Ofcom and the Information Commissioner’s Office; this will drive predictive dialler users to look again at the dialler’s role in customer relationship management.
In this short series of articles we will be looking at 4 customer contact trends that we expect to see taking centre stage during 2014. We’ll be going into more detail and pointing you to supporting materials and tools over the coming days but in summary we expect to see: The continued transition from ‘blind’ Predictive
rostrvm 9.1 includes support for user applications such as rostrvm AdVisor , CallGuide and ControlCentre on Microsoft Windows 8 desktops.
Our latest newsletter has been published delivering multi channel contact answers.
Microsoft Lync delivers a unified communications environment, connecting people across different locations and multiple media from their PC, phone, browser and tablets. The rostrvm suite of applications complements Lync to provide a comprehensive, purpose- designed platform for contact centre operations.
Providing excellent customer service whilst keeping to budget, meeting targets and complying with regulations is a challenge for most contact centres, especially if the type of services required increase. This situation happens to many organisations and they find that, although their workload has evolved and grown over time, their existing IT infrastructure only offers them the
Meeting the customer service cha££enge
This month’s rostrvm news reports on a flurry of activity from the regulators surrounding outbound call centres and predictive dialling.
Our recent survey has highlighted that agents are having to battle with a large number of applications to handle call centre telephone calls.
We’ve recently carried out a survey of UK contact centres as part of our research to see where and how Social Media is being used to interact with customers.
We’ve had plenty of reports of difficulties in contact centres because of the snow. Staff have struggled in, some sharing lifts, which often leads to in-day shift changes; some centres have closed early and customers have endured increased queue times.
Tom Fyvie has joined us as a First Line Support Engineer.
Simon Gaut has joined the sales team at contact centre software developer Rostrvm Solutions.
The February edtion of rostrvm News is available online. If you would like to receive rostrvm news as soon as it’s published please register.
Following a recent audit we have again been awarded BS EN ISO 9001:2008 and the TickIT Guide Version 5.5 for the design, development, testing, installation, support and maintenance of software products, applications and professional services.
Last time we conducted our call centre desktop applications survey we found that call centre agents use an average of 4 software applications to process a call.
In our previous post we mentioned that we were waiting for additional devices to test with our Contact Centre management information system….
We’ve been running ocassional articles describing the wide range of devices you can use to access rostrvm Contact Centre management information, While we wait for Father Christmas to bring us some new toys to try we thought we would share quick roundup of the devices we’ve used
Rostrvm Solutions is an active supporter of the Professional Planning Forum. As we approach the end of the year we have a few of our copies of the Planning Forum’s 2012 Best Practice Guide to give away.
A predictive dialler is a powerful tool for contacting customers and prospects. It is tempting to load your dialler with a list of numbers and start dialling over and over again until you make contact.
Continuing our series describing the wide range of devices you can use to access rostrvm Contact Centre management information we’ve checked out the latest version of Google Chrome on the iPhone. And as you would expect, just make an IP connection to the rostrvm server, enter your security details and your call centre management information is available to
We’ve published our Rule of Thumb: Calculating the number of agents needed in an inbound call centre.
If your contact centre is being flooded by phone calls and messages and you’re short of resources, make sure you’re making the most of your available agents with innovative use of call centre technology. Try these solutions from software developer Rostrvm:
As the pace of change in the contact centre and back office increases and our software supports a broader range of technology platforms, media channels and business applications we are expanding our software and system test team.
We’ve been running articles describing the wide range of devices you can use to access rostrvm Contact Center management information – from a standard PC to an Internet TV.
We’ve published our Rule of Thumb: Calculating the number of trunks (telephone channels) needed in an inbound call centre.
Does the name Richard Herman ring any bells? He might be a customer of yours – or he might be on your list of potential customers. What you should know though is that he has won his argument against AAC, which sells referrals to management companies, for receiving nuisance cold calls.
Rostrvm Solutions is sponsoring the Outbound Stream for the Professional Planning Forum's National Best Practice Seminar being held next week at Old Trafford Football Stadium, Manchester. This is a must attend event for planners and analysts who want to keep up to date. More information and booking details are available here.
Implementing a call centre from scratch or making changes and additions to an existing contact management operation requires careful thought and planning.
Our latest newsletter is now available including details of our outbound dialler case study with Equity Insurance Partnerships. If you would like to have rostrvm News delivered to your inbox as soon as it is published please do not hesitate to contact us.
The winners of the 2012 North West Contact Centre Awards have been announced. Over 450 guests representing 37 companies attended the Hollywood-themed gala dinner, held at the Palace Hotel, Manchester on Friday 12th October – with table wine sponsored by Rostrvm Solutions!
This year’s Call Centre & Customer Management Expo at London Olympia focused on the delicate question ‘if the customer is king, how can the contact centre industry afford to foot the royal bill?’
The effectiveness of your call centre and its supporting processes can be the difference between a successful business and a failure. The rostrvm suite ensures contact is handled as professionally and efficiently as possible.
CallNorthWest’s Annual Contact Centre Awards take place on 12 October, Manchester 2012 – that’s next Friday. We are the table wine sponsor and are looking forward to meeting and greeting old and new friends.
Our latest newsletter is now available including details of our customer contact case study with One-Sure Insurance.
We are exhibiting at Call Centre Expo in conjunction with our partner Adtech Global and Celuis Networks.
Gary Thompson, Operations and Support Manager who joined software developer Rostrvm Solutions recently, says, “Successful contact centre solutions include the right price, efficiency, functionality, robustness, user-friendliness … and they’ve all got to integrate and work with other systems. Not only that but, of course, every business requirement is different so the product has to be configured
Once again Rostrvm Solutions will be attending the Call Centre & Customer Service Summit to be held next week @ Stansted airport.
In the middle of the the London games it’s easy to forget that the Premier League season starts in a couple of weeks.
The latest edition of rostrvm News is available. In this issue we look at new rostrvm facilities that support optimisation of desktop processes. We also tell you more about our expanded team and provide a few dates for your diary.
Rostrvm sponsor the table wine for CallNorthWest’s Annual Contact Centre Awards on 12 October, Manchester 2012 CallNorthWest’s Annual Contact Centre Awards on 12 October, Manchester 2012 http://www.callnorthwest.org.uk/events/Awards2012/HTML_2012_AWARDS.html
Tiziana Giardina has joined contact centre software developer Rostrvm Solutions as Sales and Marketing Development Manager. Read more about Tiziana
Rostrvm Solutions have launched Live Chat, go to:- https://www.rostrvm.com and talk to us!