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…
Contact Centre Tips
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…
Your Six Step Plan to Robot-Powered Productivity
Your Six Step Plan to Robot-Powered Productivity – Business Systems’ Richard Mill discusses how contact centre managers can best take…
Improve Contact Centre Reporting to Boost CX
How to improve your contact centre reporting and boost customer service To truly gauge the efficiency and productivity of your…
5 Point Plan for Super-Connected CX Experience
5 Point Plan for Super-Connected CX – Digitalisation is a double-edged sword. While it makes life easier by automating processes…
Creating Happy Agents by Removing Sources of Agent Churn
Creating Happy Agents by Removing the Sources of Agent Churn Most companies have teams focused on keeping customers loyal. That’s…
‘So Are Digital Channels Really Any Cheaper?’ asks Puzzel
Are digital channels really any cheaper? – Colin Hay at Puzzel goes in search of the truth and shares 5…
WFO Can Help Contact Centres with Conduct Risk
How WFO Can Help with Conduct Risk – Richard Mill looks at how Workforce Optimisation (WFO) contact centre tech can…
5 Automation Techniques to Increase Contact Centre Efficiency
There is little doubt that automation is the way forward for Contact Centres. It’s estimated that 85% of customer interactions…
Centralised or De-Centralised WFM in the Contact Centre
Centralised or de-centraliszed WFM in the contact centre: 5 ways to strike the perfect balance New business models and organisational…
Are you getting the most from Contact Centre Tech?
Are you getting the most from your Contact Centre technology? asks Puzzel Five ways training can make a difference and…
Handling Complaints in the Contact Centre – PhoneCoach
Handling Complaints in the contact centre – PhoneCoach give invaluable advice and tips on the most productive way in which…