The 2022 Contact centre Trifecta of Pain: Rising Attrition Rates (Part 2 – See Part One)…
Category: – Contact Centre Tips
Planning Tools & Techniques to Maximise Contact Centre Performance
7 Demand planning tools and techniques to maximise contact centre performance As organisations continue to grapple…
The 2022 Contact Centre Trifecta of Pain: The Struggle to Hire
The 2022 contact centre trifecta of pain: the struggle to hire (Part 1) Rachel Lane, Solution…
Quality Management in the Contact Centre: The Future is Hybrid!
Who needs Quality Management (QM) in the contact centre? Quality Management (QM) has been used in…
Bring on the Contact Centre Bots says Omningage!
Bring on the Contact Centre bots says Omningage! – Out with the IVR, in with the…
Managing Workforce Engagement in a Hybrid Contact Centre
Managing workforce engagement in a hybrid contact centre – Craig Farley, Head of Consulting IPI explains…
Effective Onboarding Helps Staff Retention in Contact Centres
How effective onboarding helps staff retention in your contact centre Like many areas of our economy,…
The many faces of Customer Satisfaction in the contact centre
The many faces of Customer Satisfaction (CSAT) in the contact centre – Omningage Customer Satisfaction (CSAT)…
Ways to Deal with Difficult Customers Calling Contact Centres
6 ways to deal with difficult customers calling the contact centre – Ben Booth of MaxContact…
Maintain PCI DSS Compliance when Contact Centre Agents Work Remotely
How to maintain PCI DSS compliance when your contact centre agents are working remotely Many merchants…
What about putting the ‘Omni’ Back in the Omnichannel?
Putting the ‘Omni’ Back in the Omnichannel – So what is Omnichannel & why does it…
Achieving a High-Performance Contact Centre Culture
A Leader’s Guide to Achieving a High-Performance Contact Centre Culture Contact centre leaders must prioritize culture…
Top 12 CX Chatbot Mistakes in the Contact Centre
Top 12 CX Chatbot mistakes happening now in your Contact Centre – Rick Kirkham, Customer Touch…
Understanding the Importance of the Contact Centre
Understanding the Importance of the Contact Centre – Improve your contact centre offering The last few…
When AI goes Awry; 5 Contact Centre Transformation Mistakes to Avoid
When AI goes awry; five contact centre transformation mistakes to avoid Jonathan Rosenberg, CTO and Head…
Is it Time to Retire Average Handling Time in Contact Centres?
Is it time to retire average handling time in Contact Centres? Steve Owens Account Director at…
Improving Patient CX Within Healthcare Contact Centres
How to Improve the Patient Experience Within Healthcare Contact Centre Operations – Business Systems discusses In…
Workforce Wellbeing – Elements of Effective Corporate Programme
Workforce wellbeing – 7 essential elements of an effective corporate programme – Personal and organisational growth…
3 Ways to Capitalise on Intelligent Call Routing in Contact Centres
3 ways to capitalise on intelligent call routing in the contact centre – Steve Murray, Line…