QPC continues to grow rapidly in the Middle East and Africa
Strong demand for consulting led workforce optimisation to boost sales and service
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Pitman Training chooses hosted QPC Séntrel Learning Management System for its new Management Professional learning programme
Pitman Training chooses hosted QPC Séntrel Learning Management System for its new Management Professional learning programme
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QPC Séntrel Total Capability Management system wins Best Product at the 2008 European Call Centre Awards
New Virtual Class and Learning Management functionality provide new ways to create, disseminate and confirm understanding of training to reduce costs and increase effectiveness of development activities
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QPC launches Back Office, Home Working and eLearning solutions at Call Centre Expo 2008
New tools support cost control, customer service and employee satisfaction improvements within the new back office and home working areas as well as Agile Training across the enterprise.
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Best Laid Plans - better resource planning - Q&A from CCF magazine
Planning resources in the call centre well ahead of schedule is imperative for organisations, particularly in the run up to holidays such as Christmas, or in school holiday times for a call centre with a lot of parents in their staff. But how does an organisation go about implementing good planning? QPC's response to questions posed by James West, for the article which appeared in Call Centre Focus (Aug 08).
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QPC buys Perimeter Technology
New QPC North American business to focus on developing next generation Management Information Solutions and supporting and supplying QPC’s existing products and services.
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Getting service right - from CommsMEA magazine
When there is little difference between products, great service delivered from call centres will retain customers and can help businesses realise greater value from their relationships with consumers.
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Policing policy - getting resource management right - QPC feature from Criminal Justice Management magazine
Many current policing plan objectives that relate to contact centres, drawn from sources such as the National Policing Plan, National Community Safety Plan, and Public Service Agreements, are most effectively addressed by changes to resource management policies underpinned by workforce management systems. Typically these objectives include reducing operating cost, cutting attrition, lowering absenteeism and providing a faster speed of response for the public.
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Views on training from leading UK businesses, national qualification providers, performance improvement specialists and the sector skills council - QPC feature from Customer Management magazine
This QPC executive forum, in conjunction with Customer Management Magazine, brought together views from across the customer service sector including leading UK businesses, national qualification providers, performance improvement specialists and the sector skills council. The objective was to discuss some of the issues around how training and development can be implemented better to benefit businesses, employees and customers and guarantee the substantial financial commitment needed to do this successfully.
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What to Look For When Buying WFM Technology - QPC feature from callcentrehelper.com
With 60-70 % of operating overheads related to staff salaries it makes good sense to ensure that these valuable resources are used in the most efficient way.
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Speech analytics – what, how and why, why, why - QPC feature from callcentrehelper.com
Contact centres and the enterprises that they serve can now gain valuable business intelligence from their voice recordings because of speech analytics. This technology allows businesses to search through recorded calls and find interactions that contain references to virtually any concept, topic or word. It’s like using Google but instead of searching the web, you search through all the calls you have recorded.
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Call recording: The essential questions - QPC feature from callcentrehelper.com
At their core, most recording solutions have the same technology - offering the ability to capture both phone calls and agent activity on a computer desktop, archive it and retrieve it in the future. Where the main differences occur is in the functionality, which in itself is often down to purpose. That is, whether the call recording is being used for compliance, quality assessment, coaching or business intelligence.
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