How to secure customer loyalty and profits through providing an excellent customer experience. Steve Shellabear, Managing…
Category: – Contact Centre Tips
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…
PCI DSS Certification – the lowdown according to Ultracomms
PCI DSS Certification – why it matters and what you need to know by Darren Sullivan,…
Four things not to do with your agent desktops
Four things not to do with your agent desktops – Sabio’s Stuart Dorman takes a look…
Onboarding the Contact Centre Agent is Vital!
Onboarding contact centre agents is vital! It’s the first step to a long and fruitful relationship…
Employee Engagement Six Ideas that may surprise you
Employee Engagement six ideas that may surprise you – Stephen Pace of SJS Solutions looks at…
Ten good reasons not to dismiss call scripting says Noetica
There has been a trend recently for companies to advertise the friendliness of their call centres…
Generation Game and Overcoming Millennials Loyalty Challenge
Playing the Generation Game and overcoming Millennials loyalty challenge – Børge Astrup, Managing Director of Intelecom…
Jabra – Six Ways to Bring the “Golden Rule” to Groups
Jabra – Six Ways to Bring the “Golden Rule” to Groups – In his series of…
Contact Centre Agent Health – is it on your radar?
Contact Centre Agent Health – is it on your radar? Stephen Pace of SJS Solutions discusses…