How WFO Can Help with Conduct Risk – Richard Mill looks at how Workforce Optimisation (WFO)…
Tag: Contact Centre Tips
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…
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…
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…
Handling Complaints in the Contact Centre – PhoneCoach
Handling Complaints in the contact centre – PhoneCoach give invaluable advice and tips on the most…
5 Ways of Improving your Customer’s Experience
For any business, the experience you provide customers through your contact centre, and the journey they…
Digital Channels – Improving Social Customer Service
Colin Hay explores the rise of social media in contact centres. He discusses 7 ways cloud…
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…
Digital Channels – 7 Chat and Co-Browsing Tips
Making light work of digital channels – 7 chat and co-browsing tips In the first blog…
Eliminating Nuisance Calls: Tips to Stay Compliant
Eliminating Nuisance Calls – Top Tips to Stay Compliant in your contact centre by Niels Richthof,…
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…
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…
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…
Common Mistakes in Forecasting in the Contact Centre
How to avoid the 5 most common mistakes in forecasting in the contact centre – According…
Increase Meaningful Interactions with your Customers
Investing in overall brand experience for customers is one of the most important aspects of any…
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…
Contact Centres Should Stop Targeting Agents on NPS
The common challenge we see within the contact centre is that agents are being targeted directly…
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…
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…