Kath Dawson - Articles

 

Kath is Technical Director at Strategy Internet Marketing, a successful SEO Consultancy based in the UK. As a creative writer Kath researches and publishes articles and web content for clients. Strategy attracts qualified traffic to client websites and helps increase their lead generation and sales.

Call Centre Software – a Myriad of Roles and Responsibilities

With call centres growing more complex by the day, and expanding their range of services with the help of advanced technologies, they have come to depend heavily on specialised software to run their operations smoothly. This article discusses how to choose the appropriate call centre software and how it can help the management tackle complex monitoring issues. Read

By: Kath Dawson | 24/12/2008 | VoIP

Interactive Voice Response System – an Introduction

An Interactive Voice Response (IVR) system is an important call centre software feature. In this article we discusses the basics of an IVR and lists its benefits. Read

By: Kath Dawson | 04/12/2008 | VoIP

Tips to Find the Right Contact Centre Solution Provider

Modern call centres are marvels of technology integration. Web channels such as chat, e-mail, voice, and video channels of interaction are managed seamlessly in today’s contact centres. This is possible because of cutting edge contact centre solutions. This article will help you confirm the right solution for you, especially if you are a small to medium-sized enterprise (SME). Read

By: Kath Dawson | 24/11/2008 | VoIP

Call Centre Software - Features That Call Centres Can’t Do Without

Call centres are typically complex organisations thanks to the massive number of enquiry turnovers, channels of communication, processes, and employee issues etc. that they need to handle efficiently and constantly. In such a fluid and complex set up, high levels of integration and automation are required. High-end call centre software systems such as call routing software and predictive diallers have thus become absolute necessities for call centres to function smoothly with automated, seamless Read

By: Kath Dawson | 10/11/2008 | VoIP

Call Centre Monitoring, Scheduling Software – an Introduction

Software is the backbone of any call centre. Of the myriad of software that a call centre employs, call centre monitoring and call centre scheduling software are amongst the more important ones as they help manage the large manpower which is the most important component of any call centre operation. This article discusses these software in detail. Read

By: Kath Dawson | 10/11/2008 | VoIP

Call Centres and Automatic Call Distributors (acd) – an Overview

All of us are familiar with the term Call Centre. But even though most of us use these facilities day in and day out, we are not sure exactly how they function. This article discusses the way call centres function and the technologies the employ. Read

By: Kath Dawson | 22/10/2008 | VoIP

Eight Important Features That a Good Call Center Software Must Have

Call center software is the most important aspect of any call center. But as the market is full of such software, it can create confusion in the mind of the buyer. To know about the features that will help in making the decision to select the best software, keep on reading Read

By: Kath Dawson | 03/09/2008 | Communication