How to Make Contact Centre Outsourcing Pay

How to Make Contact Centre Outsourcing Pay Rob Crutchington of Encoded shares his 3-point methodology to…

How to Enhance Customer Experience This Black Friday

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Inbound Calls Declining & Outbound Calls Soaring – How to Manage the Shift

According to a recent survey, which surveyed its readership throughout the summer of 2024, voice still…

Meeting Customer Needs Across Every Channel – Without the Hassle

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These Steps are Key to Contact Centre Agility for any Season

These steps are key to contact centre agility for any season – Magnus Geverts, VP Product…

How Technology can Unlock Insight & Maximise Sales this Golden Quarter

How technology can unlock insight and maximise sales this golden quarter – It’s time to talk…

Taking the Pressure Off Contact Centre Agents with Smarter Tech

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CV Formatting Tips for Contact Centre Professionals

Dialling Up Your Potential: CV Formatting Tips for Contact Centre Professionals Making yourself stand out among…

Measuring & Improving Contact Centre Agent Well-being

In the modern contact centre, agent wellbeing is no longer just a priority; it’s essential for…

Metrics that Reveal Home Truths about your Contact Centre

Three Simple Metrics that reveal Home Truths about your Contact Centre: Beyond just scores: new ways…

Empowering Vulnerable Customers: A Guide for Utility Contact Centres

In the utility industry, providing care for vulnerable customers is paramount. As energy costs continue to…

Agent Desktop Experience: The Key to Contact Centre Success

The Contact Centre Agent Desktop Experience: The Key to Contact Centre Success Sarah is a contact…

Boost your Contact Centre Agents to Hero Status

Boost your contact centre agents to hero status with Cirrus Agent Assist Your customers expect quick,…

Am I Driving the Benefits of My Workforce Management Solution?

How Do I Know If I Am Driving the Benefits of My Workforce Management Solution? 7…

How to Improve Citizen Services in the Public Sector

How to Improve Citizen Services in the Public Sector – One of the most pleasing developments…

Knowing Why Your Customers Contact You

Knowing Why Your Customers Contact You – Understand your customers, and you are on the way…

Smart tools can help utilities companies to meet net zero goals

Smart tools can help utilities companies to meet net zero goals according to by Richard Higginbotham…

The Mapping Process: As-Is vs To-Be: Where do you Start?

The Mapping Process in the contact centre: As-Is vs To-Be: Where do you Start? Craig Willis,…

Social Housing: Are you Really Listening To Your Tenants?

Social Housing: Are you Really Listening To Your Tenants? The top 3 issues social housing associations…

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