The Evolution of Call Centres #5

Welcome to The Evolution of Call Centres where I round up some of the more interesting and appealing news stories from the world of Call Centres, Cloud Computing and Hosted Contact Centres, sometimes adding a little commentary but always grouping the stories together in easy to digest snippets of information, knowledge, insight and ideas.

Saas, The Cloud and Your Browser

Here is a super article offering 5 interesting reasons why SaaS is not just about products being delivered via a browser. It's more than that.

Great article on modern businesses no longer needing traditional or on-premise Service Integration. To concentrate on Best Practices and features is to ignore the fact business operate in very different ways now. Really good article. Stand out quote:

"How many “media best practices” do you think these rapidly growing companies borrowed from the way print magazines used to sell advertising? Not many."

Feedback and Motivation

Good research article here by Kerry Bodine on feeding back to frontline agents feedback from customers. Kerry can be found on Twitter here and is well worth following for great insights and research.

Open All Hours

Interesting article here from Call Centre Helper on opening hours of call centres. It's interesting how context is such a big part of all businesses. Opening hours standardised across all business domains will never work. Your target audience and industry should be leading your opening hours...right?

The Call Centre Agent is What Matter

Brilliant research results putting the emphasis on the Call Centre agent rather than scripts and time boxed calls. This sort of research needs widening in it's scope as it's going to be the future of call centres....

Security and PCI

NewVoiceMedia's CTO, Ashley Unitt, on Voice Over IP and PCI compliance. There's also a brief introduction to WireShark too.

Ashley can be found on Twitter here.

NewVoiceMedia host a webinar

Great news! - NewVoiceMedia will be hosting a Webinar on 20 reasons to host your contact centre in the cloud.

Let's Stop Meeting Like This

Good post on why too many meetings are wasteful and how to become an Efficiency Expert. Apparently Call Centre Managers and Supervisors spend a lot of time in meetings.

PBX is Dead

Good write up about PBX adoption stats here.