Easy Access to Info Reduces Phone Time for Call Centres - August 2008, week 2
Call centres function using a simple principle: the amount of time an operator spends on one call affects the amount of calls an operator can take in a day. The amount of calls taken by a single operator has a direct effect on the operator’s productivity and the call centre’s profit.

MIS and Reporting Using EasyAsk® - August 2008, week 3
An effective MIS can be an asset to any company. MISs allow managers to analyse different elements of a business. People, documents, technologies and procedures all play a pivotal part in the functioning of any company, and it is therefore important to integrate these elements well.

Drive Management Using EasyAsk® - September 2008, week 1
Generation Y is no urban legend. Slowly but surely a new type of professional is infiltrating the corporate world, demanding a shift in the way companies approach business. Call centres that employ Generation Y need to find a solution to a problem that can no longer be ignored.

First Call Resolution is an EasyAsk® - September 2008, week 2
In the perfect world the call centre agent is not only able to answer the call in the required time but is also the specialist in the callers required query field. Thus the call centre have a 100% first call resolution rate, 0% abandon rate, 100% agent KPI’s and CRM levels that are unequalled.

The Correlation Between Customer Satisfaction and First Call Resolution is an EasyAsk® - September 2008, week 3
Having customer information on file is a valuable tool in any contact centre. However, having information that is not cross-referenced and up-to-date or that can’t be accessed instantly is of little use in contact centres where first call resolution is a direct reflection on efficiency and customer satisfaction.

Up-selling with EasyAsk® - September 2008, week 4
As the saying goes, there is more than one way to skin a cat. Similarly, there is more than one way to increase the profitability of a contact centre. Obviously selling more of the same product to different people would be the simplest way to increase profit, but it is certainly not the only way.

Database cleansing with EasyAsk® - October 2008, week 1
Self-service an EasyAsk® reality - October 2008, week 2
Contact centre architecture - October 2008, week 3
Proof of concept - October 2008, week 4

For more information on any of the following; EasyAsk (BI), Plant Maintenance (CMMS), Laboratory System (LIMS) and Enterprise System (ERP) please contact us.