Managing Remote Teams & Ensure Their Wellbeing

How To Manage Remote Teams & Ensure Their Wellbeing – Jo Regan-Ile, Chief People Office at…

Effective Customer Experience Audits of your Contact Centre

How to carry out an effective customer experience audit of your contact centre – Rick Kirkham,…

Why Pause & Resume Call Recording Isn’t Enough

Why Pause & Resume Call Recording Isn’t Enough: Call recording is an essential process for many…

Five Ways to Build Agent Confidence in the Contact Centre

Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted.…

Smart Ways Contact Centres Can Achieve More and Regret Less

Smart Ways Contact Centres Can Achieve More and Regret Less As consumers tighten their belts and…

Outbound with Omningage – What you need to know

Outbound with Omningage – What you need to know on how to improve your contact centre…

How Data Powers CX Delivery for Contact Centre Advisors

Making your contact centre data work – How data powers excellent CX delivery for contact centre…

Practical Improvements to Customer Support Outcomes

Consumer Duty: making practical improvements to customer support outcomes within the contact centre – Adrian Harvey,…

4 Steps to Increase the ROI of Your Call Recording Software

4 Steps to Increase the ROI of Your Call Recording Software in your contact centre –…

Outbound Calling – What you really need to know

Outbound calling from your contact centre – things you really need to know before, during and…

Eradicating The Redial with First Contact Resolution

Eradicating the redial with first contact resolution in the contact centre Simon Adnett, VP of Sales…

The Ultimate 5-step Detox Programme for Contact Centre Health

The Ultimate 5-step Detox Programme for Contact Centre Health If the festive season left your frontline…

5 Ways to Improve Your Voice of the Customer Programme

5 Ways to Improve Your Voice of the Customer Programme in your contact centre – As…

How to Build a Customer Journey Map that Works

How to build a customer journey map for your contact centre that works – Read on…

5 Ways to Turn Contact Centre Agents into Brand Guardians

Contact Centres Impact Customer Loyalty: 5 Ways to Turn Agents into Brand Guardians In these uncertain…

Six Reasons to take another look at IVR in your Contact Centre

Six reasons to take another look at IVR in your contact centre – Rob Crutchington at…

It’s Good to Talk but Are Contact Centres Really Listening?

UK Consumers Say It’s Good to Talk but Are Contact Centres Really Listening? Despite a rise…

Sentiment’s Role in Contact Centre Management

Sentiment’s role in contact centre management. Sentiment Analysis – What is it and how does it…

Top 5 Insights for Leading a Multilingual Contact Centre

Top 5 Insights for Leading a Multilingual Contact Centre by Justin Custer, CEO at ChatLingual In…

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