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…
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: Occupancy and Shrinkage In the race to maximise productive agent time, contact centres…
Your Six Step Plan to Robot-Powered Productivity – Business Systems’ Richard Mill discusses how contact centre managers can best take…
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 – Digitalisation is a double-edged sword. While it makes life easier by automating processes…
Creating Happy Agents by Removing the Sources of Agent Churn Most companies have teams focused on keeping customers loyal. That’s…
Are digital channels really any cheaper? – Colin Hay at Puzzel goes in search of the truth and shares 5…
How WFO Can Help with Conduct Risk – Richard Mill looks at how Workforce Optimisation (WFO) contact centre tech can…
There is little doubt that automation is the way forward for Contact Centres. It’s estimated that 85% of customer interactions…
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 your Contact Centre technology? asks Puzzel Five ways training can make a difference and…
Handling Complaints in the contact centre – PhoneCoach give invaluable advice and tips on the most productive way in which…
For any business, the experience you provide customers through your contact centre, and the journey they have with you has…
Colin Hay explores the rise of social media in contact centres. He discusses 7 ways cloud technology can help to…
Study Reveals Innovation and Cost Control Are Key Drivers of Cloud Communications Adoption in Europe Mitel survey of 1,000+ decision…
Making light work of digital channels – 7 chat and co-browsing tips In the first blog of this new series,…
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 in your contact centre – Keep it simple, that’s the message from Nick…
According to Colin Hay at Puzzel, employee engagement matters just as much as customer experience and here he shares 3…