Latest contact centre articles


12 Fun Ideas for Your Break-Out Room

Here are some ideas to help you create a break-out room your agents really want to spend time in. Read more...

Views - 184

The Best Desk Layouts for the Contact Centre

We look at the pros and cons of each office style, from cubicles to pods. Read more...

Views - 1,682

37 Ways to Improve Call Quality Monitoring

Our readers share their top tips for improving call quality monitoring in the contact centre. Read more...

Views - 1,035

Latest blog posts

Is Language a Customer Experience Issue That You are Overlooking?

Have You Done These 3 Things to Improve Your CX?

Why Gut Decisions Are Sometimes Wrong

Latest news stories

Poll – Do you Measure the Calls Coming From Your Website?

The majority of contact centres don’t measure how many of their calls are generated by their website.
(Read more…)

Views - 261

Speech Analytics Becoming More Popular

behind-quality-185Speech Analytics is gaining in popularity – with 6% of contact centres using it to evaluate calls. (Read more…)

Views - 425

Replay and Slides From Webinar: Latest Trends in Performance Management and Quality

20150521-ultra-webinar-newsletter-v2Recording of Webinar on the latest trends in Performance Management and Quality.

(Read more…)

Views - 733

Is Your Workforce Management Sinking You?

sinking-ship-185Paul Stitt compares Workforce Management to navigating a ship at sea. (Read more…)

Views - 332

New Solution Brings Fun to the Floor

gamification-happy-185NewVoiceMedia has launched a gamification solution to turn everyday tasks into rewarding activities. (Read more…)

Views - 393

Mplsystems Makes Magic Quadrant

quadrant-mplsystems-185The company has been positioned in the 2015 Gartner Magic Quadrant. (Read more…)

Views - 218

Case Study: Thomas Cook Scheduled for Take Off

plane-thomascook-185Thomas Cook has improved its forecasting and scheduling by migrating its NICE Workforce Management solution to the cloud. (Read more…)

Views - 236

Ofcom Compliance Automated

automated-185Ultracomms have launched their answering machine detection solution AMD+. (Read more…)

Views - 137

Infographic: Analytics Improves Customer Interactions

data-interaction-185This CallMiner infographic looks at how interaction analytics is helping contact centres improve their customer interactions. (Read more…)

Views - 212

Agents Team Up to Keep Park Tidy

edf-clean-up-lead-185Agents from 2 contact centres in Sunderland joined forces in a day of litter picking as part of the ‘Tidying Doxford’ project. (Read more…)

Views - 135

White Papers


White Paper: Customer Contact Technology Trends 2015

This White Paper identifies the 15 trends impacting service delivery across the three key technology areas of infrastructure, solutions and strategy.

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White Paper: The Customer Experience – The Journey from Good to Great

This White Paper looks at what makes a great customer experience and how companies can measure their success in providing them.

Download White Paper

White Paper: Seizing the Moments – The Insider’s Guide to Perfecting the Customer Journey

The customer journey is defined by moments, and brands are often defined by how they handle them. Yet a myriad of circumstances undermine the ability to seize these moments. This White Paper shares recommendations to help overcome such challenges.

Download White Paper

White Paper: Innovation and Growth – Testing for Success

Organisations of all shapes and sizes now realise they need to adapt and innovate in order to survive. This White Paper looks at the key ingredients to cultivating successful innovation in Customer Engagement.

Download White Paper

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Jonty's Tips

Jonty's Tip: Let Agents Set the Pace for Training

pacefortraining-185Here is an idea that can help you train agents more efficiently, while increasing engagement. (Read more…)

Views - 325

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Jonty Pearce
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