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,…
Eradicating the redial with first contact resolution in the contact centre Simon Adnett, VP of Sales UK, Ireland & MEA,…
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 So do you need voice biometrics in the contact centre? One of the…
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 (Part 3) Rachel Lane, Solution Principal for Contact Centres, Medallia As…
The 2022 Contact centre Trifecta of Pain: Rising Attrition Rates (Part 2 – See Part One) Rachel Lane, Solution Principal…
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 (Part 1) Rachel Lane, Solution Principal for Contact Centres,…
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! – Out with the IVR, in with the Bots! The human factor…
Managing workforce engagement in a hybrid contact centre – Craig Farley, Head of Consulting IPI explains In the wake of…