CRM (Customer Relationship Management)

Blending social media in the call centre

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…


Knowledge is power and happy customers – Rostrvm partners KPS

To retain customers and be competitive, contact centres need to overcome obstacles to providing excellent standards of customer service. This has to be high on the agenda for any business, particularly now, as unhappy customers have so many channels on which to air their complaints about a company – and competitors to turn to.


See us at the Midlands Contact Centre Forum

Rostrvm Solutions, which develops and supports software applications for the contact centre and back office process management and reporting, sponsors the Midlands Contact Centre Forum (MCCF) and is speaking at its Regional Forum on Tuesday 18th October hosted by Autonet Insurance Group.


Putting task management back on the agenda

Is your organisation meeting customer expectations? Are there disparate technologies and processes in your organisation making it difficult to consistently measure tasks life cycles’? Is the lack of management information limiting opportunities to enhance performance?


Discover rostrvm this summer

Now that the warmer weather’s finally here, many of us are thinking towards our summer holidays, whether that’s walking in Wales or camping in Cornwall.


May edition of rostrvm News

The latest edition of rostrvm News has been published.  This month’s edition delivers our top 10 tips on what to do and what not to do when it comes to social media in the call centre. If you didn't receive a copy then it is available on line. If you would like to ensure that you receive


Discover flexible software

Discover Leisure plc, a premier outdoor leisure retailer specialising in the caravan and motorhome market, has maximised its resources and saved on installation time by adding rostrvm software to existing communications technology.


Latest rostrvm News available now

Topics covered in this issue include: Proposed changes to call centre regulations for predictive diallers Improving call centre and back office efficiency with rostrvm CallGuide and rostrvm BackOffice The current newsletter and our back catalogue are available here.


Change in the contact centre

The contact centre is being bombarded by demands for change from every angle. Drastic changes in the economy have caused everyone to rethink their buying and spending; customers are expecting service faster, better and through a diverse range of media; new regulations continue to be rolled out, affecting how operations are run; and internet technology continues


Are your IT systems making life difficult for your call centre teams?

Just over a year ago we conducted research into the number of desktop applications that an agent has to navigate to complete a call. Our research also highlighted the large number of different software applications used by call centre agents to process calls - the numbers ranged from 1 to 20+. Call centre agents use an


From web browser to call centre prospect

Today’s consumer expects excellent service every time they get in touch with a business. Rostrvm Solutions and ServiceTick Limited have combined technical forces to capture instant customer feedback from web interactions and translate information into call centre action.For example a prospective customer might visit your website to request a quotation but not complete the sale. ServiceTick


CRM has evolved

At the turn of the millennium, Customer Relationship Management (CRM) was trumpeted as the next great thing to drive efficiency in the call centre, increase sales and maximise service call resolution at the first point of contact. In recent years the call centre’s purpose has changed from simple transactional activity to an environment where your customers