Managing multi-channel communication in contact centres – challenges and opportunities The way customers interact with business…
Tag: Contact Centre Tips
New Possibilities for Workforce Management Algorithms
New Possibilities for Workforce Algorithms according to Ric Kosiba of Interactive Intelligence. Every year for the…
Tips to Guarantee Survey Respondents go to the Last Question
Tips guaranteed to take your survey respondents to the last question – Alan Weaser of VIRTUATel…
PCI DSS Certification – the lowdown according to Ultracomms
PCI DSS Certification – why it matters and what you need to know by Darren Sullivan,…
Four things not to do with your agent desktops
Four things not to do with your agent desktops – Sabio’s Stuart Dorman takes a look…
Onboarding the Contact Centre Agent is Vital!
Onboarding contact centre agents is vital! It’s the first step to a long and fruitful relationship…
Employee Engagement Six Ideas that may surprise you
Employee Engagement six ideas that may surprise you – Stephen Pace of SJS Solutions looks at…
Jabra – Six Ways to Bring the “Golden Rule” to Groups
Jabra – Six Ways to Bring the “Golden Rule” to Groups – In his series of…
Contact Centre Agent Health – is it on your radar?
Contact Centre Agent Health – is it on your radar? Stephen Pace of SJS Solutions discusses…
Please Interrupt Me… So We Can All Get More Work Done
Please Interrupt Me… So We Can All Get More Work Done – Holger Reisinger of Jabra…
Customer Service – The Definitive Periodic Table
Customer Service – The Periodic Table according to Trevor Flack, Contact Centre Manager at Spark Response…
Christmas Peak – is your Contact Centre Prepared?
Christmas Peak – is your Contact Centre Prepared? – Karl Brough, General Manager UK, Ireland &…
Dispelling the Myths of PCI DSS
Dispelling the Myths of PCI DSS Almost a decade on from its original launch in 2006,…
Seven innovative ways to improve inbound call routing
Seven innovative ways to improve inbound call routing – Alex Castle of Magnetic North reveals industry…
Benefits of Reducing Contact Centre Average Handling Time
Benefits of Reducing Contact Centre Average Handling Time – So why all the fuss? – and…
Ways to Reduce AHT in your Contact Centre
10 simple ways to reduce average call handling time in your contact centre – Danny Cresswell…
IVR Six Design Tips to Improve and Save Time and Money
IVR – Six Design Tips to Improve and Save Time and Money Article By Rob Crutchington…
Contact Centre Training Tips
Customer expectations are constantly on the rise. In a contact centre, it is the job of…
10 ways to reduce average call handling time in your contact centre
In this article Danny Cresswell of Syntec suggests ten ways in which you can reduce the…