Contact Centre Management: What It Is and 7 Best Practices

Contact Centre Management: What It Is and 7 Best Practices – Contact centre management isn’t easy,…

Improving Contact Centre Service Through Document Redesign

The financial services sector is one of the largest users of call centre solutions. According to…

Applying Contact Centre Success to the Back Office

Applying Contact Centre Success to the Back Office – Jennifer Lee, Chief Strategy Officer at Intradiem…

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…

Refresh Homeworking Strategy for Contact Centre Staff

How to refresh your homeworking strategy for 2021 for contact centre staff Craig Farley, Head of…

How To Improve Caller Authentication in Contact Centres

How to improve caller authentication and reduce costs in the contact centre – Jamie Melling, CEO…

Majority Will Take Custom Elsewhere Following Data Breach

Survey finds majority of Europeans will take custom and loyalty elsewhere following a data breach New…

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…

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…

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…

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…

Implementing Contact Centre Automation in 2020

2020: the year of contact centre automation – By Steve Murray, Solutions Director, IPI Automation in…

Increase Customer engagement with tips for measuring quality

Most contact centres measure their customer service using metrics that only tell part of the story.…

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.…

How To Motivate Disengaged Contact Centre Agents

How to motivate disengaged contact centre agents with tips for employee engagement SJ Thompson of Evaluagent…

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…

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…

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…

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…

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