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…
Contact Centre Tips
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…
5 Ways of Improving your Customer’s Experience
For any business, the experience you provide customers through your contact centre, and the journey they have with you has…
Digital Channels – Improving Social Customer Service
Colin Hay explores the rise of social media in contact centres. He discusses 7 ways cloud technology can help to…
Study Reveals Innovation & Cost Are Key Drivers of Cloud
Study Reveals Innovation and Cost Control Are Key Drivers of Cloud Communications Adoption in Europe Mitel survey of 1,000+ decision…
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,…
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…