Technology

Call Centre Technology

12 Guaranteed Ways to Ruin Your Integration With the Back Office

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Our panel of experts highlight the key mistakes to avoid when integrating the back office into your contact centre.

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15 Scheduling Mistakes You Need to Avoid at All Cost

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Our panel of experts reveal the worst mistakes you can make when scheduling your agents.

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Trend Watching: What’s Happening With Forecasting?

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Our readers share their thoughts on how they are tackling the latest forecasting challenges in their contact centre.

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Are You Running a Great Multichannel Operation?

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We take a look at the qualities of a really effective multichannel contact centre.

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What Will Happen to the Contact Centre in 2016 and Beyond?

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Our readers take a look at the changes set to shake up the industry in 2016 and beyond.

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The Hidden Gems of Call Routing Software

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Our panel look at the lesser-known features of call routing software which can add value to your contact centre operation.

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10 Common Mistakes to Avoid With Your Agent Desktop

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Our panel explain where you might be failing with your agent desktop.

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Knowledge Management Systems – 10 Things Learnt the Hard Way

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Here are some things we learnt from Motability Operations about introducing and maintaining a usable knowledge management system.

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How Do I… Make Webchat the Channel of Choice?

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Our panel of experts explain how you can encourage your customers to choose webchat over the phone.

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Top Tips for Fixing Broken Processes

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Our expert panel reveal some simple ways to help keep your contact centre processes up to date.

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