There is little doubt that automation is the way forward for Contact Centres. It’s estimated that…
Category: – Contact Centre Tips
Centralised or De-Centralised WFM in the Contact Centre
Centralised or de-centraliszed WFM in the contact centre: 5 ways to strike the perfect balance New…
Measuring Customer Sentiment in Contact Centres
Monitoring and Measuring Customer Sentiment in the Contact Centre Daisy Shevlin, Marketing Content Executive at Britannic…
How Patient are your Customers? Erlang A may have the answer
Erlang C has been a WFM firm favorite for decades. Now there is an alternative. Rebecca…
Contact Centre Payments – Going Mobile
Contact Centre Payments – Going Mobile. Rob Crutchington at Encoded looks at how the mobile market…
Are you getting the most from Contact Centre Tech?
Are you getting the most from your Contact Centre technology? asks Puzzel Five ways training can…
Handling Complaints in the Contact Centre – PhoneCoach
Handling Complaints in the contact centre – PhoneCoach give invaluable advice and tips on the most…
5 Ways of Improving your Customer’s Experience
For any business, the experience you provide customers through your contact centre, and the journey they…
Digital Channels – Improving Social Customer Service
Colin Hay explores the rise of social media in contact centres. He discusses 7 ways cloud…
Contact Centre Management: It’s time to change the metrics
Customer Service Management: It’s time to change the metrics Dino Forte, CEO, Ventrica argues that in…
Digital Channels – 7 Chat and Co-Browsing Tips
Making light work of digital channels – 7 chat and co-browsing tips In the first blog…
Teleopti – 5 Steps to Supercharge Your Customer Service
5 Steps to supercharge your customer service with contextual intelligence If you change the reactive to…
Eliminating Nuisance Calls: Tips to Stay Compliant
Eliminating Nuisance Calls – Top Tips to Stay Compliant in your contact centre by Niels Richthof,…
Heat Mapping Contact Centres Is Reality with Digital Headsets
“Heat Mapping” Noisy contact centres is reality with New Digital Headsets according to Holger Reisinger of…
Count to 5 for Perfect Multi-channel Forecasting
Count to 5 for perfect multi-channel forecasting in your contact centre – Keep it simple, that’s…
Bumper Christmas – Are Businesses Spotting Fraud Risk?
A bumper Christmas for retail spending – but are businesses failing to spot the fraud risk?…
What Contact Centre Agents Want What they Really Want
According to Colin Hay at Puzzel, employee engagement matters just as much as customer experience and…
Preparing your Contact Centre for the Christmas Period
Preparing your Contact Centre for the busiest season of the year – Christmas Director of Customer…
5 Problems Contact Centres Face During Christmas Period
We’re heading into the Christmas Period! For the lucky people not managing contact centres, that’s a…