Contact Centres From Multichannel To Omnichannel

Turning your contact centre from multichannel to omnichannel Today customers expect to be able to contact…

5 key questions to accelerate sales success

5 key questions to accelerate sales success – Steve Shellabear, director of dancing lion training &…

Euro 2016 Advice and Guidance for the Contact Centre

Euro 2016 – In advance of England’s ‘Must win’ football match against Iceland tonight (Monday 27th…

The Disposable Agent – How much it is costing?

The Disposable Contact Centre Agent – Rebecca Anderson of Aspect Software looks at the high cost…

Improve Workplace Wellbeing in the Contact Centres

mpl systems look at how to improve workplace wellbeing in contact centres Contact centres are considered…

Businesses Must Act Now to Support Call Centric Workers

Businesses Must Act Now to Support Call Centric Workers to include contact centre agents – Jabra…

Five Reasons Why You’re Waiting On Hold for Too Long

At a time when customer service calls are more complex than ever, the workers who specialize…

7 Steps to Deal with Angry Customers in the contact centre

Dealing with angry customers in the contact centre can be challenging. But if you handle the…

Customer Loyalty through Excellent Customer Experience

How to secure customer loyalty and profits through providing an excellent customer experience. Steve Shellabear, Managing…

Workers spend 2 years preparing for and attending meetings

UK office workers, and contact centre management, spend two years of their lives preparing for, and…

8 things millennials want from customer services

Millennials (those born between 1980 and 2000) grew up just as the internet and more recently…

Customer Service Skills Every Call Centre Agent Should Have

Call centre agents are on the front lines of customer service, entrusted with the demanding task…

3 Best Practices for Boosting Outbound Results with the Cloud

Outbound dialling technologies have undergone a recent revolution to accelerate sales, boost agent productivity, and increase…

Do you use practice in your telephone skills training?

Do you use practice in your telephone skills training? Some trainers avoid role-play because it’s so,…

Managing multi-channel Communication in Contact Centres

Managing multi-channel communication in contact centres – challenges and opportunities The way customers interact with business…

The Ten C’s of Employee Engagement according to SJS

The ten C’s of employee engagement can engage heads, hearts, and hands, Stephen Pace CEO of…

New Possibilities for Workforce Management Algorithms

New Possibilities for Workforce Algorithms according to Ric Kosiba of Interactive Intelligence. Every year for the…

Tips to Guarantee Survey Respondents go to the Last Question

Tips guaranteed to take your survey respondents to the last question – Alan Weaser of VIRTUATel…

Interaction Analytics – the Missing Link according to Nexidia

Interaction Analytics – the Missing Link; Jonathan Wax, VP, EMEA at Nexidia takes a look at…

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