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Clouds - The Future of Call Centres
It is not hard to see how cloud contact centres have captured the imagination when they offer so much potential.
What To Look For When Buying A Contact Centre Desktop Application
In my experience, inadequacies in the tools that we provide our agents, primarily the agent desktop applications, is the greatest contributor to poor productivity and failure to deliver consistent service to the customer.
Infinity QA Launched as Pay-As-You-Go Service
Infinity CCS are pleased to announce the launch of a ‘Pay-As-You-Go’ model for their proven quality management application Infinity QA starting from £19* per agent, per month.
Top Tips For Broken Processes
Having spent more years than I care to mention in the contact centre world, I have seen my fair share of broken processes.
What To Look For When Buying Outbound Dialling
Can we be honest with each other? First, let me confess my sins: my company supplies outbound dialling solutions and we have been independently auditing diallers for performance and compliance since 1998.
OFCOM Bans Answer Machine Detection
OFCOM has publicly stated that it believes that Answer Machine Detection (AMD) used by Automated Diallers is a major cause of silent calls in the UK.
Is It Time To Change How We Purchase CC Technology?
The contact centre is awash with talk of Return on Investment, every press release, every piece of marketing material and most definitely, every sales presentation.
Infinity CCS Celebrates 10 years in the Industry with a focus on Quality
Birmingham, 20 August 2008: Infinity CCS, are also celebrating 10 years in the industry and over this period have proven their value as a key supplier of application software to European contact centres.
Top tips for Homeshoring
Carl Adkins provides the top 10 tips to ensure the success of a homeworking project. Amongst these, some have found new sources of staffing, some have reduced horrendous staff attrition to almost zero and some have simply improved processes.
"Best Practice Selling" more achievable with new Infinity QA
Birmingham, 2 July 2008: Infinity CCS, specialist provider of management software for contact centres, today announces the launch of Infinity QA, a new piece of software designed to help contact centres satisfy growing compliance demands for "best practice selling".
Intelligent Desktops - ccf Handbook
"The tools that we provide our agents to support them in their interaction with the customer, in my opinion, are the most critical part of the contact centre." Carl Adkins, managing director, Infinity CCS.
How to... Do your homework
There are many concerns regarding homeshoring, including data protection, security and the cultural issues of a supervisor not being able to 'oversee' staff. Carl Adkins, MD of contact centre software specialist Infinity CCS, claims it isn’t hard to take measures to combat them.