Sabio Group, one of Europe’s leading independent customer experience and contact centre innovators, has highlighted what…
Category: – Articles
Contact Centres Maintain Human Connections in Crisis
Contact Centres Maintain Human Connections in Times of Crisis In times of crisis, like right now,…
Homeworking in the Contact Centre Industry During COVID-19
Homeworking in the contact centre industry: why balance will be key in future flexibility COVID-19 has…
Real-Time Adherence – Help You Manage Your Workforce Remotely
Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce Remotely With Contact Centres…
Manage Remote Contact Centre Agents During COVID-19
How To Manage Remote Contact Centre Agents During the COVID-19 Outbreak As the nation reacts to…
You don’t get a second chance to make a first impression
This week I had an enjoyable meeting with a much valued client where we discussed staff…
The Truth Behind Foreign Contact Centre Scams
8 Scam Calls Every Second in the UK – The Truth Behind Foreign Call Centre Scams…
Seasonal Demands Require Scalability and the Human Touch
When we talk about contact centre scalability, we tend to focus on the automation of the…
Are phones a thing of the past for contact centres?
The role of phones in the contact centre is changing thanks to the rise in artificial…
The customer contact revolution – new models
The customer contact revolution – new models – Graham Ede, CEO, Neoswave Many, if not most,…
Puzzel’s Top 3 Predictions for Contact Centres in 2020
Rapid change in the contact centre industry may seem overwhelming but a great place to start…
How to Build the Connected Council Contact Centre
Building the Connected Council Contact Centre” – Turning Technology from a Barrier to a Benefit by…
Saving Christmas from the Contact Centre of Doom
Saving Christmas from the Contact Centre of Doom Dramatic news, just in from the North Pole:…
Contact Centre Occupancy – Less is More
Contact centre occupancy – sometimes less is more By Scott Fulton, Training Manager at Content Guru…
Human Automation In Contact Centres – What’s New?
The newest feature of Teleopti WFM is Self-Scheduling, and it is a perfect example of Human…
Why 2020 is set to change the contact centre forever
Why 2020 is set to change the contact centre forever As the IT industry is ever…
Mythbusters: Are Quality Assurance Teams all that Bad?
Mythbusters: Are Quality Assurance teams all that bad? SJ Thompson of EvaluAgent speaks to Lee Stark…
UK Supervisors Spend Half Working Day on Meetings & Admin
Supervisors in the UK spend more than half their working day on meetings and admin…leaving little…
Quality Assurance: Improve Perception & Achieve Great Results
Quality Assurance: How to improve the perception and achieve great result The perception of Quality Assurance…