Sentiment’s Role in Contact Centre Management
Sentiment’s role in contact centre management. Sentiment Analysis – What is it and how does it work? Most speech analytics…
– Contact Centre Tips
Top 5 Insights for Leading a Multilingual Contact Centre
Make Outbound Dialling More Effective with Voicemails
Customer Authentication in Contact Centres Without Complication
Staff Wellbeing & Engagement in Your Contact Centre
The 2022 Contact Centre Trifecta of Pain: Increasing Workloads
The 2022 Contact Centre Trifecta of Pain: Rising Attrition Rates
Planning Tools & Techniques to Maximise Contact Centre Performance
The 2022 Contact Centre Trifecta of Pain: The Struggle to Hire
Quality Management in the Contact Centre: The Future is Hybrid!
Who needs Quality Management (QM) in the contact centre? Quality Management (QM) has been used in contact centres for more…
Bring on the Contact Centre Bots says Omningage!
Bring on the Contact Centre bots says Omningage! – Out with the IVR, in with the Bots! The human factor…
Managing Workforce Engagement in a Hybrid Contact Centre
Managing workforce engagement in a hybrid contact centre – Craig Farley, Head of Consulting IPI explains In the wake of…
Effective Onboarding Helps Staff Retention in Contact Centres
How effective onboarding helps staff retention in your contact centre Like many areas of our economy, contact centres are suffering…
The many faces of Customer Satisfaction in the contact centre
The many faces of Customer Satisfaction (CSAT) in the contact centre – Omningage Customer Satisfaction (CSAT) is one of the…
Ways to Deal with Difficult Customers Calling the Contact Centre
6 ways to deal with difficult customers calling the contact centre – Ben Booth of MaxContact gives tips and advice…
Maintain PCI DSS Compliance when Contact Centre Agents Work Remotely
How to maintain PCI DSS compliance when your contact centre agents are working remotely Many merchants have responded to the…
What about putting the ‘Omni’ Back in the Omnichannel?
Putting the ‘Omni’ Back in the Omnichannel – So what is Omnichannel & why does it matter in the contact…
Achieving a High-Performance Contact Centre Culture
A Leader’s Guide to Achieving a High-Performance Contact Centre Culture Contact centre leaders must prioritize culture in order to motivate…
Top 12 CX Chatbot Mistakes in the Contact Centre
Top 12 CX Chatbot mistakes happening now in your Contact Centre – Rick Kirkham, Customer Touch Point If you have…