When we talk about contact centre scalability, we tend to focus on the automation of the…
Category: – Articles
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…
Use of Profanity by Customers in Contact Centres Rising
Use of Profanity by Customers in the Contact Centre is On the Rise and That’s Bad…
Cyber Security Month: How clean is your Contact Centre?
Cyber Security Month: How clean is your contact centre? – Cyber Security Month aims to teach…
2 million Adults Don’t Know When To Call 999
More than 2 million adults don’t know when to call 999 – Adults call 999 twice…
Blog: Can a Contact Centre learn from Starbucks?
Can a contact centre learn from Starbucks? Prior to starting work at contact-centres.com Towers I usually…
What Contact Centres are using to Elevate Online CX
How Contact Centres are using Voice, Video and Cobrowse to Elevate Online Customer Experience The typical…
4net Technologies Scoop Growth Excellence Award
4net Technologies scoop growth excellence award – Judges impressed by Manchester firm’s landmark contract wins and…
Flexible Working – How Contact Centres Can Benefit
The Onward March to Flexible Working – How Contact Centres Can Benefit by Jeremy Payne, VP…