Latest contact centre articles


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Views - 1,358

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Latest blog posts

Customer Service Is About Changing Feelings and Creating Good Memories

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Latest news stories

Poll – Which Headsets do you Use?

43% of contact centres are using noise cancelling headsets.
Which-headsets-do-you-use (Read more…)

Views - 219

2 Minutes on… Voice of the Customer Strategy

voiceofthecustomer-185Ashley Williamson looks at the four pillars of a successful Voice of the Customer strategy. (Read more…)

Views - 492

Don’t Miss Our Upcoming Webinars

webinar-185Our 2015 webinar series will be kicking off again on Thursday 23rd April. Here are some titles you can look forward to. (Read more…)

Views - 732

4 Steps to Better Resource Planning

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Views - 359

Survey – What Happens in Your Contact Centre?

newvoicemedia2-185Answer just 20 questions about your contact centre for your chance to win an Apple Watch Sport. (Read more…)

Views - 341

69% Randomly Select Calls for Agent Evaluations

businesssystems-random-185Business Systems have found that more than two-thirds of contact centres randomly select calls for agent evaluations. (Read more…)

Views - 271

74% Prevent Front-Line Success

agentstopped-18574% of contact centres admit to preventing their front line from providing the best possible customer experience. (Read more…)

Views - 231

Free 30-Day Trial for Scripting Software

quickscripts-185QuickScripts are offering free trials to show how their call guidance software can help agents through complex calls. (Read more…)

Views - 124

Awards Duo Make Their Debut

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Views - 112

Case Study: PointCompany Increases Sales

injixo-workforce-185PointCompany has increased its sales and customer satisfaction through flexible workforce planning, using injixo WFM. (Read more…)

Views - 130

Winners and Losers – April 2015

golfer-winners-185This month we bring you news from Journeycall, Verint, NICE and NewVoiceMedia. (Read more…)

Views - 168

White Papers


White Paper: Ensuring Workforce Optimisation Effectiveness

This White Paper looks at how Workforce Optimisation (WFO), with its many different technology components and processes, also has a critical role to play in enabling customer service effectiveness.

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White Paper: Balancing Operational Efficiencies with Customer Experience

This White Paper looks at why focusing on customer experience is the smartest way of being efficient in today’s hyper-competitive and increasingly consumer-driven world.

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Jonty's Tips

Jonty's Tip: Automate Paper Processes

paper-185Still got paper moving around the contact centre? Automate it! (Read more…)

Views - 230

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