As the year has turned we’ve reflected on what information you looked for last year. In order of popularity (measured as page views) your top 10 customer contact topics were:
- How many ACD agents do I need?
- How many trunks do I need?
- How do I increase outbound campaign productivity?
- I need a call Centre calculator app
- How do I reduce abandoned calls?
- How do I manage performance in my back office?
- What performance gain will I get from a predictive dialler?
- How can call blending improve productivity?
- Building a multichannel contact centre
- How to integrate social media in the contact centre
So we see that our visitors are focussed on getting the basics right – calculating the staff numbers, sizing the technology and planning predictive dialler campaigns – whilst looking forward to channel shift issues and changing customer needs.