Workforce management in a call centre environment is tricky enough as it is without all the tech jargon. Our helpful resource hub helps contact centre managers debunk the acronyms and complex day-to-day IT terminology.
Our handy terminology guides and definition posts, give comprehensive, bitesize information on the keywords and phrases you might need to know when it comes to your technology needs. With our extensive resource hub at your fingertips, you can read, absorb, and focus more time on improving your customer journey.
Prescriptive analytics is a branch of data analytics that applies descriptive analytics and the outcomes of predictive models to suggest actions to take for statistically optimal outcomes. What is prescriptive … Read more “Prescriptive Analytics”
Every business handles inbound calls, sometimes daily. Customers and clients need to get in touch, and picking up the phone is still a standard part of this process, even if … Read more “Inbound Call”
Natural Language Processing (NLP) refers to the set of methods that allow computers to understand, read, and derive meaning from human languages. It’s concerned with processing natural languages like English, … Read more “Natural Language Processing (NLP)”
Whether in our personal or professional lives, we all want to know we’re being listened to. In professional environments, showing our customers, clients, or colleagues that we’re actively listening to … Read more “Active listening”
If you are thinking about expanding or starting your own call centre—rather than outsourcing—you may be considering using outbound calling. Below, you will find out what outbound calling is and … Read more “Outbound Call”
As your business expands, so too do the services you’re expected to provide. Customer support is vital, but a small business may not have the budget to provide it entirely … Read more “Call Centre Outsourcing”
As each of us grows and moves through life, we learn new things and accumulate knowledge. It is no different with any organisation doing business. You may start with a … Read more “Knowledge Management”
If you’re in charge of a workforce, there’s bound to be a lot of responsibilities weighing on your shoulders. First and foremost, you have to ensure that the right people, … Read more “Workforce Management (WFM)”
Even with the rise of eCommerce, telesales remains a sales tactic for companies. It’s an area that business owners should have on their radar and utilise effectively. When you have … Read more “Telesales”