Wish List,
OK all,
with Call Center Expo at the end of the month and lots of shiny new toys on the market I'd like ( If I may) to pose a quick question.
Apart from John's desire to own a spanky new Ipod [1] what...
a) Would you most like (and why) as a new bit of kit.
and
b) Technology notwithstanding (and use your imaginations here). What speculatively would be the most useful bit of Kit you can think of?
Personally apart from a decent data extraction tool for Symposium[2] from Tech currently available I'd like some CTI kit. At the end of the day as much as [3] I'm anti IVR and menus I think it would be the most useful tool we could get for call routing off of a single Linkline rather than the range we use at the moment.
As for the second I'd like some kind of WFM system that does the following,
i) The usual rota planning
ii) Intergrated E-Mail and White Mail planning alongside the telecoms function. Alerts automatically when the Telecoms / E-Mail queues start to go out of service.
iii) Reforcasts and alerts based on (ii) above.
iv) Can also be used for reporting.
Over to you
DaveA
[1] Not that you've mentioned it AT ALL John
[2] Anyone mentioning Crystal at this point will be savaged by a small pack of killer Gerbils [4][5]
[3] Oh believe it
[4] Coming soon from Penguin Products the ultimate in Small / Home office Security systems.
[5] I'm still open to suggestions for retrieving data in a useable format[6] now that ODBC has been ruled out
[6] Not the Cr*p supposed Excel export WHY ALL THE FORMATTING DON'T THEY GET IT? WE DON'T NEED IT. All we want is RAW data. |