Call Deflection: Keep Customers & Agents Sane in Peak Periods
Call deflection: how to keep your customers and keep your contact centre agents sane in peak periods Cathal McGloin, CEO…
Contact Centre Tips
5 Benefits of Integrated Ticketing in Contact Centres
Using Artificial Intelligence to build a great future for CX
Complaint Resolution in Contact Centres Education in Excellence?
Implementing Contact Centre Automation in 2020
Understanding Declined Codes: Ways to improve acceptance
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Does Your Contact Centre Compare to your Competition?
2020: Simple and smart, your best year ever for WFM
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 the right partner by…
Increase Customer engagement with tips for measuring quality
Most contact centres measure their customer service using metrics that only tell part of the story. Measures such as NPS…
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. It allows a call…
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 mobile data connections, the…
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 contact centres should…
How To Motivate Disengaged Contact Centre Agents
How to motivate disengaged contact centre agents with tips for employee engagement SJ Thompson of Evaluagent reveals 5 top tips…
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 fully aware, engaged employees…
Empowering Your Staff with Workforce Management
Empowering Your Staff with Workforce Management – Business Systems UK’s Will Davenport explains why contact centres can boost employee engagement,…
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 centres still commonly fail…
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 empower their workforce and…