Digital Channels – 7 Chat and Co-Browsing Tips
Making light work of digital channels – 7 chat and co-browsing tips In the first blog of this new series,…
Contact Centre Tips
Eliminating Nuisance Calls: Tips to Stay Compliant
Eliminating Nuisance Calls – Top Tips to Stay Compliant in your contact centre by Niels Richthof, product manager, Enghouse Interactive….
Count to 5 for Perfect Multi-channel Forecasting
Count to 5 for perfect multi-channel forecasting in your contact centre – Keep it simple, that’s the message from Nick…
What Contact Centre Agents Want What they Really Want
According to Colin Hay at Puzzel, employee engagement matters just as much as customer experience and here he shares 3…
5 Problems Contact Centres Face During Christmas Period
We’re heading into the Christmas Period! For the lucky people not managing contact centres, that’s a blissful statement. This is…
Common Mistakes in Forecasting in the Contact Centre
How to avoid the 5 most common mistakes in forecasting in the contact centre – According to Nick Brook at…
Increase Meaningful Interactions with your Customers
Investing in overall brand experience for customers is one of the most important aspects of any business. By building a…
Creating a User-Friendly IVR System in Your Contact Centre
IVR systems can be a blessing or a curse for customers in a hurry. A great system can help customers…
Contact Centres Should Stop Targeting Agents on NPS
The common challenge we see within the contact centre is that agents are being targeted directly on an NPS score….
Is It Time That Your Contact Centre IVR Grew Up?
Is it time your Contact Centre IVR grew up? Is your contact centre’s IVR still in short trousers when all…
Make Homer Simpson your friend in the Cloud Contact Centre
Make Homer Simpson your friend in the cloud – Understanding how people make decisions is a vital part of communication….
The Importance of Morale in the Contact Centre
The Role of Morale in the Contact Centre – Suzette Bouzane Meadows, Director of Contact at KCOM discuss the importance…
7 Steps to Smarter Scheduling in Contact Centres
Smarter Scheduling in Contact Centres – From virtual teams to car pooling, running a contact centre today is complicated business…
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…
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…