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…

Is it Really a ‘Tug of War’ in Contact Centres?

When operations wants one thing and agents want another the atmosphere can become tense. Karim Chabane…

Alternatives to ‘Your Call Is Important To Us’ in the contact centre

Does anyone really believe queue messages which repeat ‘your call is important to us…’? We have…

8 Qualities Your Contact Centre Agents Should Have

Excellent customer service is something of an art form, but by getting some of the core…

Combatting Fraud in the Contact Centre – Top Tips

Combatting fraud in the contact centre – top tips – CNP crime is still predicted to…

What Comes first? Happy Customers or Happy Employees?

What came first the chicken or the egg? Happy customers or happy employees? Tommy Palomäki at…

Meaningful Connections With Customers

It’s a common misconception that focus on a customer is shouldered by one department – usually…

Minimise Customer Effort & Maximise Customer Satisfaction

Making life easier for customers is the first step towards brand loyalty and business success. Magnus…

How to Integrate Chatbots into the Customer Journey

How to integrate Chatbots into the customer journey – 3 Tips for Success The desire to…

Top 5 Tips To Improving Your Customer’s Experience

Top 5 tips for improving your customer’s experience within your contact centre For any business, the…

Seven Ways Contact Centres Can Be Better Places to Work

Seven ways contact centres can be better places to work – Karen Keenan, senior consultant, Call…

12 Steps to Health & Well Being in your Contact Centre

At Echo-U, a customer contact centre based in Newcastle and Bournemouth, the health and wellbeing of…

Jabra Reveals Top Workplace Productivity Trends

Working from home now considered the most productive option while noisy colleagues are biggest distraction to…

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