Contact management research

Integrated, multichannel blending in your contact centre can increase agent productivity, streamline staffing and improve customer service when the right advisors are switched to different tasks at the right time.

Are you considering how your contact centre should be using modern technology to maximise performance and improve customer relationships? Two areas where the right use can make a huge difference are outbound and call blending. We’ve sponsored the “Inner Circle Guide to Outbound & Call Blending” so that you can download it free to answer questions

The success of SaaS (Software-as-a-Service) solutions has paved the way for widespread creation and adoption of cloud-based solutions with the take-up of IP and movement towards more open systems driving the use of cloud.

We conducted a survey of UK contact centres to gain a ‘real world’ insight into IT complexity in the contact centre and supporting ‘back office’ operations.

Our survey of public and private sector call centre showed that over 70% of contact centres relied on back office teams to complete customer transactions, yet nearly half were not measuring operational performance in the back office.

In today’s challenging environment, every organisation needs to be as efficient as possible. Our research has shown that most call centres in the UK are not taking advantage of CTI technology with only 31% of call centres using CTI as part of their call centre operations.

The New Performance Framework for Local Authorities & Local Authority Partnerships sets new indicators for customer contact performance including reducing avoidable contact. But how well are local authorities doing today?

The consumer is changing. Mobile technology is being quickly adopted and use of the internet continues to increase. Most notably new communication methods are strongly adopted by young people – the new consumers vital to the continued success of any business.

A summary of the findings of recent research commissioned by Rostrvm Solutions to investigate whether call centres are integrated with online channels, and if so, how effective the service is.