How to Fix Broken Processes in the Contact Centre
How to Fix Broken Processes in the Contact Centre – We have had customer contact centres for many years in…
– Contact Centre Tips
Strong Authentication: Things every Merchant needs to know
Gamification can be used effectively within Hybrid contact centre
Connected Enterprise – Ways to turn Theory into Practice
How to Connect Utility Providers and Customers
Ten Top tips – Using Call deflection to Reduce Call Volumes
Ways Contact Centres Can Create Kickstart Digital Experiences
Skill-Based Routing: Optimising Your Agents’ Strengths
How Natural Language Processing Can Benefit Contact Centre Agents
Applying Contact Centre Success to the Back Office
Applying Contact Centre Success to the Back Office – Jennifer Lee, Chief Strategy Officer at Intradiem Consumers may not realise…
Refresh Homeworking Strategy for Contact Centre Staff
How to refresh your homeworking strategy for 2021 for contact centre staff Craig Farley, Head of Consulting, IPI As lockdown…
How analytics Support Contact Centre Agent Mental Health
How analytics helps support your contact centre agent mental health Rohan Newton, Sales Manager at SVL Business Solutions, argues for…
Why UC and CC Integration is pivotal for Contact Centres
Last year the working world was forced to dramatically change the way we work, with unified communications platforms such as…
How To Improve Caller Authentication in Contact Centres
How to improve caller authentication and reduce costs in the contact centre – Jamie Melling, CEO at Smartnumbers discusses Up…
Remote Workforce Management – From Survive to Thrive
Remote Workforce Management – from survive to thrive in 3 easy steps Richard Pinnington of Calabrio discusses how workforce management…
Gamification: Improving Contact Centre Agents
Reshaping user experience and improving contact centre agent satisfaction through gamification Meeting KPIs and ever-demanding customer expectations requires top-notch operations…
4 Ways to Keep Employee Engagement High During Lockdown
4 ways to keep employee engagement with contact centre agents high during lockdown Craig Farley, Head of Applications Consulting, IPI…
5 benefits of an Effective Contact Routing Strategy
5 benefits of an effective contact routing strategy within the contact centre – Steve Murray, Solutions Director, IPI A modern-day…
What is Customer Effort Score in Contact Centres?
What is Customer Effort Score in Contact Centres? Implementing and tracking a customer effort score at your organization could be…