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 will be automated before long.…
Contact Centre Tips
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 change have put the debate…
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 unlock the true potential of…
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 to handle complaint calls into…
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 the largest impact on satisfaction…
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 deliver outstanding social customer service.…
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 makers across eight European countries…
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, Colin Hay explores the rise…
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. New rules have come into…
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 Brook of Teleopti when it…
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 ways to keep contact centre…
5 Problems Contact Centres Face During Christmas Period
We’re heading into the Christmas Period! For the lucky people not managing contact centres, that’s a blissful statement. This is amongst the busiest time of…
Common Mistakes in Forecasting in the Contact Centre
How to avoid the 5 most common mistakes in forecasting in the contact centre – According to Nick Brook at Teleopti, resource forecasting in contact…
Increase Meaningful Interactions with your Customers
Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that…
Creating a User-Friendly IVR System in Your Contact Centre
IVR systems can be a blessing or a curse for customers in a hurry. A great system can help customers breeze through a menu to…
Contact Centres Should Stop Targeting Agents on NPS
The common challenge we see within the contact centre is that agents are being targeted directly on an NPS score. Watch this 2 minute video…
Is It Time That Your Contact Centre IVR Grew Up?
Is it time your Contact Centre IVR grew up? Is your contact centre’s IVR still in short trousers when all its peers act like adults?…
Make Homer Simpson your friend in the Cloud Contact Centre
Make Homer Simpson your friend in the cloud – Understanding how people make decisions is a vital part of communication. Colin Hay of Puzzel explains…
The Importance of Morale in the Contact Centre
The Role of Morale in the Contact Centre – Suzette Bouzane Meadows, Director of Contact at KCOM discuss the importance of morale in the contact…