Long considered a ‘nice to have’, integrated ticketing is now the latest ‘must have’ for successful…
Category: – Contact Centre Tips
Using Artificial Intelligence to build a great future for CX
Using Artificial Intelligence to build a great future for CX – AI is already here and…
Complaint Resolution in Contact Centres Education in Excellence?
Martin Ellingham, product director, Aptean Respond looks at the role of skills and training in first…
Implementing Contact Centre Automation in 2020
2020: the year of contact centre automation – By Steve Murray, Solutions Director, IPI Automation in…
Understanding Declined Codes: Ways to improve Acceptance
Understanding declined codes – 3 ways to improve acceptance rates. Rob Crutchington at payment service provider,…
Start Your Contact Centre Agent Training Now
3 Reasons Why You Want To Start Your Contact Centre Agent Training Now CFO asks CEO:…
Does Your Contact Centre Compare to your Competition?
How Does Your Contact Centre Quality Programme Compare to the Competition? Lauren Maschio, Product Marketing Portfolio…
2020: Simple and smart, your best year ever for WFM
As the new decade starts, Dave Hoekstra predicts an exciting road ahead for Workforce Management in…
Teleopti – The Insider’s Guide to Contact Centre WFM
Workforce Management is so much more than smarter scheduling and forecasting. With an open mind and…
Increase Customer engagement with tips for measuring quality
Most contact centres measure their customer service using metrics that only tell part of the story.…
How do you get from Aberdeen to Wells avoiding Other?
Inputting wrap-up codes is a standard piece of ACW work a contact centre agents typically completes.…
How to Build Your Business Call Centre from Scratch
How to Build Your Business Call Centre from Scratch – In today’s world of smartphones and…
How Contact Centres Can Prepare For A Brexit Blitz
How Contact Centres Can Prepare For A Brexit Blitz – Jeremy Payne Enghouse Interactive looks at…
How To Motivate Disengaged Contact Centre Agents
How to motivate disengaged contact centre agents with tips for employee engagement SJ Thompson of Evaluagent…
10 Games to Engage your Customer Service Teams
How to improve Employee Engagement: 10 Games to engage your Customer Service teams As you’ll be…
Empowering Your Staff with Workforce Management
Empowering Your Staff with Workforce Management – Business Systems UK’s Will Davenport explains why contact centres…
How To Create a CX Strategy That Actually Delivers
Customer experience is top of mind for companies large and small but nonetheless businesses and contact…
Welcome to the New World of Self-Scheduling
Welcome to the new world of self-scheduling for frontline employees As companies embrace digital possibilities to…
Don’t Neglect the Humans in your Contact Centre!
With the spotlight on digitalisation, it’s easy to forget that people are the lifeblood of contact…