For any business, the experience you provide customers through your contact centre, and the journey they…
Category: – Contact Centre Tips
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…
Common Mistakes in Forecasting in the Contact Centre
How to avoid the 5 most common mistakes in forecasting in the contact centre – According…
Increase Meaningful Interactions with your Customers
Investing in overall brand experience for customers is one of the most important aspects of any…
Creating a User-Friendly IVR System in Your Contact Centre
IVR systems can be a blessing or a curse for customers in a hurry. A great…
Contact Centres Should Stop Targeting Agents on NPS
The common challenge we see within the contact centre is that agents are being targeted directly…
Is It Time That Your Contact Centre IVR Grew Up?
Is it time your Contact Centre IVR grew up? Is your contact centre’s IVR still in…
7 Steps to Smarter Scheduling in Contact Centres
Smarter Scheduling in Contact Centres – From virtual teams to car pooling, running a contact centre…
6 Best Uses for Chatbots in a Contact Centre
The idea of using customer-facing chatbots can be intimidating. If you believe the negative press they…