Archive of: 2016

  • Global survey reveals that offline activity scheduling in contact centres is not optimised

    Global survey reveals that offline activity scheduling in contact centres is not optimised

    Organisations missing out on benefits delivered by automation and integration with enterprise systems

    Birmingham, 29 November 2016. Silver Lining Solutions will today launch the findings of its global research survey into the management of ‘offline’ activities in the contact centre at The Forum’s annual Planning Conference in Nottingham.

    While it would appear that a variety of systems are being used to schedule offline activities for a wide range of different job roles, the survey reveals that scheduling might be being left behind in how it is being integrated with other increasingly popular and effective measures.

    Download the report in the main article.

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  • Aligning development and the real world

    Aligning development and the real world

    A member of the software development team who spends a lot of time working in the office, it was a great opportunity to listen and talk to a large number of customers and potential customers of our PerformanceDNA solutions, and to see how what we are doing fits with how things are in the real world. My time was not wasted!

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  • Market Trend Briefing - November 2016

    Market Trend Briefing - November 2016

    In its monthly Market Trends Briefing, Silver Lining Solutions shares insights from a recent McKinsey Report that explores the true importance of investing in people skills in contact centre environments.

    Most of the leaders surveyed do not believe that their companies have the frontline skills or leadership talent to meet these changing customer needs, and that large investments will probably be required to fill the skills gap. The table shows that a majority feel that it will be necessary to hire new employees or train current ones rather than rely on technology, and that it will be important to develop both service and sales capabilities which, according to McKinsey, is “a departure from the two roles’ largely separate profiles today.”

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  • Telenor  Realises Spectacular Sales and Service Improvements Across Five Contact Centres

    Telenor Realises Spectacular Sales and Service Improvements Across Five Contact Centres

    Silver Lining’s OEM partner, Geneys, has recently published a fantastic case study on the benefits our joing solutions have delivered for Telenor.

    Sales increase by approx. 25% for new temporary agents compared to established advisors NPS improved from 14 to 52 for new, temporary advisors

    Read more at: http://www.genesys.com/uk/about-genesys/customer-stories/telenor

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  • OFFLINE ACTIVITY SCHEDULING

    OFFLINE ACTIVITY SCHEDULING

    The Forum and Silver Lining Solutions are conducting a global research initiative to reveal how contact centres around the world tackle the scheduling of all offline activities.

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  • Troy Piasczyk appointed Professional Services Consultant, Americas

    Troy Piasczyk appointed Professional Services Consultant, Americas

    Silver Lining Solutions, Birmingham, 1 June 2016.__ Silver Lining Solutions today announced that it has appointed Troy Piasczyk as Professional Services Consultant, Americas. Troy brings valuable skills and experience to help oversee Silver Lining’s PerformanceDNA technology deployments in this strategic region.

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  • The importance of sensible goals

    The importance of sensible goals

    It’s that time of the year. Goal setting, putting plans into action. As we transition from reflection to projection, we optimistically start our new journey. Lose weight. Exercise more. Save more money. Be kinder. Be better. And then, 12 months later, we do it all again. Why do so many fail at keeping resolutions, and what can be done to increase the chances for success and real change, real improvement, real achievement of goals?

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