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The process of call routing in call centres is where an incoming call is directed to a specified call centre agent and the respective queue they are placed into. When done correctly, inbound call routing can improve customer service and increase sales.

We regularly see news articles describing the pressure businesses are under to reduce costs and grow revenue. However, these commentaries rarely offer solutions to the challenge, leaving the audience scratching their heads wondering: where to from here? In Asia, the need to address costs continues to be one of the highest concerns of any business. […]

It’s no secret that Gen-Y is not like any generation before them. They have grown up as digital natives with technology and social platforms a key part of their lives. The challenge this presents for companies is how do you develop a personal relationship with them when they don’t want to speak to you or […]

Quoted by one of our clients; Adrian Turner, Head of Sales at Freedom Insurance. To generate consistently outstanding results, a contact centre needs a top notch centre manager. And they’re not easy to come by. The best managers possess a wide variety of technical and strategic skills along with a set of specific personal traits that […]

When most people think of a contact centre they think of rows and rows of staff sitting in an office answering calls. But it’s time this archaic and inefficient view had an overhaul. A contact centre should not be a phone bank that merely waits for people to phone in with a complaint, it should […]

With each new technical innovation, customers are evolving their communication preferences. With email, Web Chat, SMS, and social media as the normal medium, the traditional voice channels can sometimes be less in demand. Traditional contact centres need to adapt to meet the needs of the ever-changing environment by expanding their available options to embrace omni-channel […]

Today’s world is one of instant gratification. We communicate by text and instant messaging. We bank online. We ‘tap and go’ at the supermarket. We’re connected everywhere, all the time, through WiFi and internet data on ever-present mobile phones that have somehow welded themselves to the human body. Considering the nature of our digital culture […]

A business can be like a leaky bucket. Marketing teams work constantly to pour new customers in the top, spending time and money on campaigns, but if there are holes, customers are always going to leave and need to be replaced. Of course, this is not the functioning of an ideal business model; ideally, new […]

As the use of statistics becomes more commonplace, clued up organisations are using analytics to make informed decisions to improve business efficiency. Here is a round-up of five common mistakes made when implementing Business Analytics and how they can be avoided