Strong Customer Authentication: Three things every merchant needs to know – With online fraud on the…
Category: – Contact Centre Tips
Gamification can be used effectively within Hybrid contact centre
How gamification can be used effectively within the hybrid contact centre IPI Craig Farley As we…
Connected Enterprise – Ways to turn Theory into Practice
A Connected Enterprise – 3 ways to turn theory into practice In his final blog in…
How to Connect Utility Providers and Customers
Turning the lights on with low-code: how to connect utility providers and customers After a period…
Ten Top tips – Using Call deflection to Reduce Call Volumes
Ten top tips – using call deflection to reduce call volumes The contact centre should be…
Ways Contact Centres Can Create Kickstart Digital Experiences
3 Ways Contact Centres Can Create Kickstart Digital Experiences Tony Chambers, VP and EMEA Lead for…
Skill-Based Routing: Optimising Your Agents’ Strengths
Skill-based routing: an evolving strategy that optimises your contact centre agents’ strengths – Steven Harris, Director,…
How Natural Language Processing Can Benefit Contact Centre Agents
Goodbye IVR; hello NLP – how Natural Language Processing can benefit your contact centre agents and…
Applying Contact Centre Success to the Back Office
Applying Contact Centre Success to the Back Office – Jennifer Lee, Chief Strategy Officer at Intradiem…
Refresh Homeworking Strategy for Contact Centre Staff
How to refresh your homeworking strategy for 2021 for contact centre staff Craig Farley, Head of…
How analytics Support Contact Centre Agent Mental Health
How analytics helps support your contact centre agent mental health Rohan Newton, Sales Manager at SVL…
Why UC &d CC Integration is Pivotal for Contact Centres
Last year the working world was forced to dramatically change the way we work, with unified…
How To Improve Caller Authentication in Contact Centres
How to improve caller authentication and reduce costs in the contact centre – Jamie Melling, CEO…
Remote Workforce Management – From Survive to Thrive
Remote Workforce Management – from survive to thrive in 3 easy steps Richard Pinnington of Calabrio…
Gamification: Improving Contact Centre Agents
Reshaping user experience and improving contact centre agent satisfaction through gamification Meeting KPIs and ever-demanding customer…
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…
5 benefits of an Effective Contact Routing Strategy
5 benefits of an effective contact routing strategy within the contact centre – Steve Murray, Solutions…
What is Customer Effort Score in Contact Centres?
What is Customer Effort Score in Contact Centres? Implementing and tracking a customer effort score at…
How To Reduce Average Handling Times & Call Volumes
How To Reduce Average Handling Times & Call Volumes in your contact centre – Rick Kirkham,…