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 are here to steal…
Contact Centre Tips
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 at Teleopti reveals how…
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 all heard it, in…
8 Qualities Your Contact Centre Agents Should Have
Excellent customer service is something of an art form, but by getting some of the core principles right, it becomes…
Combatting Fraud in the Contact Centre – Top Tips
Combatting fraud in the contact centre – top tips – CNP crime is still predicted to rise continuously so it’s…
What Comes first? Happy Customers or Happy Employees?
What came first the chicken or the egg? Happy customers or happy employees? Tommy Palomäki at Teleopti considers the connection…
Meaningful Connections With Customers
It’s a common misconception that focus on a customer is shouldered by one department – usually customer service or customer…
Minimise Customer Effort & Maximise Customer Satisfaction
Making life easier for customers is the first step towards brand loyalty and business success. Magnus Geverts at Teleopti shares…
How to Integrate Chatbots into the Customer Journey
How to integrate Chatbots into the customer journey – 3 Tips for Success The desire to deploy chatbots in contact…
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 experience you provide customers,…
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 & Contact Centre and…
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 employees is key, and…
Jabra Reveals Top Workplace Productivity Trends
Working from home now considered the most productive option while noisy colleagues are biggest distraction to getting the job done…
Delivering Exceptional CX Through People, Process & Tech
Delivering an exceptional customer experience through people, process and technology – a three point plan As new technologies and changing…
Training Tips for Best of Breed Multi-Channel Advisors
Training tips for best of breed multi-channel advisors – Karen Banfield, contact centre director, at specialist outsourcer Echo Managed Services…
Contact Centre Omni-Agents – Fact or Fiction?
Omni-Agents – Fact or Fiction? As the great multi-skilling debate continues, Tommy Palomäki of Teleopti outlines the challenges and offers…
Elevating The Role of Self Service in the Contact Centre
Elevating the role of self-service – 8 Top Tips Self-service has a greater role to play than simply reducing the…
The Art of Reducing Call Volumes in the Contact Centre
The Art of Reducing Call Volumes in the Contact Centre – Colin Hay at Puzzel believes focus on customer interactions…
Email in Contact Centres: Give it a Second Chance!
Email in contact centres: 5 reasons to give it a second chance – Colin Hay at Puzzel assesses the latest…
