Call Centre Software And CRM

call centre software

When companies think of using call centre software it is likely that their main goal is to make their communications with their clients more efficient. They want to use the power of computer programs to automate repetitive actions to take some of the load off their precious call centre agents. That is all fine and really the way it should be. However there are many call centre software features that allow the company to leverage its power in its customer relations management (CRM) efforts.

The most apparent way to create a good impression upon your clients is to meet their expectations. Remember in that every call an agent fields or dials out, the client sees the company through that agent. In effect the agent becomes an extension of the company he is representing. Organizations such as the Call Center Network Group are good sources of innovative ideas for improving call centre operations. Whenever you use software which increases efficiency, your agents appear to effortlessly resolve issues or offer information about products and services in a manner that pushes the right buttons. None of that happens by chance, but as a result of certain call centre software features which impact CRM. Some of these are:

Desktop Integration: Call center software integrates the various data resources available on an agent’s desktop to give a consolidated view of the information he may require while fielding an incoming call or making an outgoing one. Some of this information includes sales, inventory, accounting, marketing, delivery, etc. Through these pieces of information agents can confidently handle issues about deliveries, billing, offers & promotions, and much more.

Feeling The Client’s Pulse: Some call centre software has capabilities to help gather data about the client’s perception of the company, its services and products. During the course of incoming calls, or in follow-up outbound calls, the agent may try to gauge the client’s level of satisfaction, opinions and even complaints. In effect, you are asking the client to better define his wants and needs.

Interactive Voice Response (IVR): This helps the company by basically giving the client the chance to tell you what he wants before he gets assigned to a live agent. By pre-qualifying client’s needs and preferences, you get the chance to assign the call to the agent with the most appropriate level of skills and capabilities.

IVR systems can also be used to get the client directly involved in retrieving the information that he needs. This works in roughly the same manner that web surfers retrieve information from the Frequently Asked Questions (FAQ) section. Many clients would actually prefer DIY options to a delay in obtaining the information that they need, or having to deal with an accent they find difficult to understand.

Multi-Platform Communications: The telephone has been joined by web chat, email, VoIP, and various social media platforms. By engaging your clients in the platforms they are most comfortable with, communications become smoother and the goodwill you gain spreads much faster.

Each time an agent makes an outgoing or fields and incoming call, you have a chance to improve the company’s image. With the right call centre software features, CRM is easy.

SAW Touch Screen: The Power Of Sound

saw touch screen

The SAW touch screen uses one of the least known technologies on touch screens. A SAW touch screen uses sound waves to detect touches on its surface. In a way SAW screens are similar to infrared touch screens; they both use pairs of emitters and sensors around the edges of the screen. The only difference is that SAW screens replace infrared light with sound waves.

What Is A SAW Touch Screen And How Does It Work?

SAW stands for Surface Acoustic Wave, a touch screen technology which relies on sound waves to detect touches on the screen’s surfaces, which are then converted into data or instruction inputs.

These touch screens have transducers, receivers and reflector patterns in the screen’s glass. The transducers emit acoustic energy coupled to the touch screen glass and reflected in an X and Y grid pattern. The receivers are only able to receive the acoustic waves after they have travelled across the screen. When a finger touches the screen, it causes the acoustic signal under the finger to decrease. This change allows a built in program to determine the X and Y location of the touch allowing data input.

The Pros and Cons of SAW Technology Touch Screens

Let us first line up the advantages of SAW technology touch screens:

  • These screens exhibit high transmission and optical clarity; onscreen images are crisp and clear.

  • It also has a high sensitivity to touch so that even the lightest touches are recognized. It does not require the touch to come from a conductor such as a naked finger – touches from conductive and non-conductive materials are equally recognized.

  • A SAW technology screen offers a completely flat and sleek appearance.

  • SAW screens provide fast and accurate touch response.

  • SAW technology touch screens are not sensitive to most interferences such as ambient light, humidity, vibration, EMI, RFI, and cleaning chemicals.

  • Excellent scratch resistance

  • Cost of manufacture is lower than projected capacity screens.

Despite the long list of advantages, SAW touch screens have a few disadvantages too, among them:

  • Durability issues: The sensors on SAW screens are not expected to outlast the display.

  • They are sensitive to surface contaminants, snow and rain. Snow and rain are sometimes recognized as touches, and surface contaminants impair reception of sound waves resulting in response errors.

  • They require periodic calibration.

How SAW Touch Screens Are Used

The reliability of touch screens has promoted their use in various devices such as desktop touch monitors and laptop computers. A number of institutions and business establishments make use of touch screen point of information kiosks. You are likely to see this in buildings, trade shows, providing direction to tourists in high traffic areas of town, in hospitals and malls.

SAW screens are also used for gaming consoles, vending and ticket sales, interactive digital signage, industrial control consoles and in pre-qualifying transactions in banks. A recent news article even tells how touch screens were used by an animal welfare group to get a stray dog adopted!

With its many advantages, we will see increased uses for SAW touch screens. Maybe it’s time you discovered what a SAW touch screen can do to help your business.

Commercial Security Systems – Essential Elements

commercial security systems for business

Commercial security systems are designed to protect all types of business establishments. Thus these systems are individually set-up to address the security concerns of each particular business; there is no one size fits all solution. There are quite a few elements of good commercial security systems for business and here are some of the most essential:

The first and most important element of good commercial security systems is the involvement of security experts. Each type of business has its own set of security needs which only a security expert can properly assess. Planning and installation of commercial security systems should always be done under the advice of a good security company or freelance security professional. A good place to start your search for security experts is the members list of organizations like the Association of Professional Security Agencies.

Access control is also a key element. You need to restrict physical access to specific areas of your premises to allow only people who need to be there. Toward this end there should be physical barriers, identification systems, and even monitoring systems in place to stop unauthorized access. Data access control should also be implemented to prevent sensitive information from falling into the wrong hands; sometimes theft of resources is preceded by leaks of sensitive data.

Installing CCTV as part of your security system deters crime. People who would attempt to break in are discouraged by the presence of security cameras. These cameras also help keep your own employees honest; they would avoid stealing or goofing off when they know somebody could be watching what they are doing. It would help to have some of these cameras wirelessly connected to recording and viewing equipment via the internet. That way data can be streamed to a safe offsite location in real time and business owners can check video content remotely via computers and smart phones.

Intrusion alarm systems should be set up at strategic points of entry. The detectors should be connected to a central control station manned 24/7 by security professionals. An important part of the security procedure is the set of instruction given to the security monitoring company on how to handle intrusions and attempted break-ins. There should be specific instruction on who to inform, and when to call for police assistance. At times fire alarm monitoring may be bundled with security monitoring packages.

Advanced video analytics software can help identify situations of interest without a human watching the video all the time. Such software can even be programmed to inform security personnel when it detects anything suspicious. Among the uses for video analytics include counting people in the premises, traffic flow monitoring, fire detection, face recognition and license plate recognition.

In the end the decision on which features are required to secure your business premises depends on your particular situation; if you are in the business of supplying gravel you would require less security than a jewelry store. But unless you have lots of experience in security, you would be better off consulting a security expert to help determine, plan, and implement the commercial security solution that you need.