Improving Contact Centre Service Through Document Redesign
The financial services sector is one of the largest users of call centre solutions. According to one survey, just over…
Contact Centre Tips
Applying Contact Centre Success to the Back Office
Applying Contact Centre Success to the Back Office – Jennifer Lee, Chief Strategy Officer at Intradiem Consumers may not realise…
The Contact Centre is New Battleground for Post-Lockdown Sales
The contact centre is the new battleground for post-lockdown sales Consumers have been through a lot over the past 12…
Refresh Homeworking Strategy for Contact Centre Staff
How to refresh your homeworking strategy for 2021 for contact centre staff Craig Farley, Head of Consulting, IPI As lockdown…
How To Improve Caller Authentication in Contact Centres
How to improve caller authentication and reduce costs in the contact centre – Jamie Melling, CEO at Smartnumbers discusses Up…
Majority Will Take Custom Elsewhere Following Data Breach
Survey finds majority of Europeans will take custom and loyalty elsewhere following a data breach New research into consumer trust…
How to Fine-Tune Your Contact Centre WFM Solution
Aspect Software: How to Fine-Tune Your Contact Centre WFM Solution to Help Managers Optimize Performance Contact Centre Agents on the…
Remote Working – 5 Steps to success with integrated WFM
Remote Working – 5 Steps to success with integrated Workforce Management The COVID-19 pandemic has required many business leaders to…
What does the reality of homeworking mean for Contact Centres?
What does the reality of homeworking mean for Contact Centres? Alex Stenton-Hibbert, Sales Team Manager at Business Systems, looks at…
Top 10 Tips For The Modern Contact Centre – Business Systems
Today’s contact centres face more demand than ever. With consumers having grown used to faster and more personalised services, and…
Implementing Contact Centre Automation in 2020
2020: the year of contact centre automation – By Steve Murray, Solutions Director, IPI Automation in customer service is not…
Increase Customer engagement with tips for measuring quality
Most contact centres measure their customer service using metrics that only tell part of the story. Measures such as NPS…
How do you get from Aberdeen to Wells avoiding Other?
Inputting wrap-up codes is a standard piece of ACW work a contact centre agents typically completes. It allows a call…
How To Motivate Disengaged Contact Centre Agents
How to motivate disengaged contact centre agents with tips for employee engagement SJ Thompson of Evaluagent reveals 5 top tips…
10 Games to Engage your Customer Service Teams
How to improve Employee Engagement: 10 Games to engage your Customer Service teams As you’ll be fully aware, engaged employees…
How To Create a CX Strategy That Actually Delivers
Customer experience is top of mind for companies large and small but nonetheless businesses and contact centres still commonly fail…
Don’t Neglect the Humans in your Contact Centre!
With the spotlight on digitalisation, it’s easy to forget that people are the lifeblood of contact centres. In the second…
Top Tips for Introducing Agent Self-Scoring Evaluations
Top tips for introducing contact centre agent self-scoring evaluations Self-scoring, self evaluations, self reflection, whatever you call it, it’s the…
5 Ways to Strike the Right Balance in Contact Centres
5 Ways to strike the right balance: Occupancy and Shrinkage In the race to maximise productive agent time, contact centres…