Does your current telephony solution allow you to manage and efficiently distribute your call queues? For most call centers, call queuing is a necessary evil. In an ideal world, each and every call would be immediately connected to an agent without the caller ever joining a queue but in reality this simply  isn’t practical, or […]
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Cloud gazing – how Charles Tyrwhitt, Miele and Teletext Holidays are doing it (amongst others…)
For a large part of my working life as Managing Director of some well known travel companies, I’ve been very used to the demands of consumers wanting the right information and service at the right time with the best price – right now! So when I joined Syntec to help the founders develop the business and its services I understood implicitly that the contact center management […]
Read moreWhat makes a good quality system?
As a fast-moving, entrepreneurial organization we are naturally shy of bureaucratic process and the inevitable paperwork burden that comes with it. Our company has a strong engineering focus driven largely by customer demand. We prize our agility and are acutely aware of the need for new processes to enhance our workflow and not act against it. Three […]
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