Eradicating The Redial with First Contact Resolution
Eradicating the redial with first contact resolution in the contact centre Simon Adnett, VP of Sales UK, Ireland & MEA,…
– Contact Centre Tips
The Ultimate 5-step Detox Programme for Contact Centre Health
5 Ways to Improve Your Voice of the Customer Programme
How to Build a Customer Journey Map that Works
5 Ways to Turn Contact Centre Agents into Brand Guardians
Six Reasons to take another look at IVR in your Contact Centre
It’s Good to Talk but Are Contact Centres Really Listening?
Sentiment’s Role in Contact Centre Management
Top 5 Insights for Leading a Multilingual Contact Centre
Make Outbound Dialling More Effective with Voicemails
Make outbound dialling from your contact centre more effective with voicemails – Essential contact centre tips from Maxcontact Like them…
Customer Authentication in Contact Centres Without Complication
Customer Authentication in Contact Centres Without Complication So do you need voice biometrics in the contact centre? One of the…
Staff Wellbeing & Engagement in Your Contact Centre
How to Improve Staff Wellbeing and Engagement in Your Contact Centre In the era of The Great Resignation, staff wellbeing…
The 2022 Contact Centre Trifecta of Pain: Increasing Workloads
The 2022 contact centre trifecta of pain: increasing workloads (Part 3) Rachel Lane, Solution Principal for Contact Centres, Medallia As…
The 2022 Contact Centre Trifecta of Pain: Rising Attrition Rates
The 2022 Contact centre Trifecta of Pain: Rising Attrition Rates (Part 2 – See Part One) Rachel Lane, Solution Principal…
Planning Tools & Techniques to Maximise Contact Centre Performance
7 Demand planning tools and techniques to maximise contact centre performance As organisations continue to grapple with post-COVID uncertainty, Graeme…
The 2022 Contact Centre Trifecta of Pain: The Struggle to Hire
The 2022 contact centre trifecta of pain: the struggle to hire (Part 1) Rachel Lane, Solution Principal for Contact Centres,…
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…