Call Centre Technology

What They Don’t Tell You About the Cloud


In this article our experts reveal some of the lesser-known features of the cloud.

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5 Things You Should Know Before Introducing Video


Karyn Stevely explains how to overcome the practical challenges of using video in the contact centre.

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The Contact Centre of 2020


We take an in-depth look at what the contact centre might look like in 2020.

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43 Things You Should NOT Do With Your IVR Messages


An Interactive Voice Response system can be a great way to filter customers through to the right agent, but it’s easy to get it wrong. Here are the most common pitfalls.

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What to Look for When Buying… A Cloud-Based Contact Centre Solution


We asked our panel about the key features to look out for when purchasing a cloud-based solution.

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Trade Secrets: Getting the Best out of Your Agent Desktop


Our expert panel explains how you can get the best out of your existing agent desktop software.

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How Do I… Integrate my Back Office into the Contact Centre?


Our experts explain how you can successfully integrate your back office into the contact centre.

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New Call Quality Monitoring Form Available for Download


Call Centre Helper has produced a new, free and downloadable Quality Monitoring form.

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How to improve call routing


Our expert panel reveal the best strategies for call routing success.

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What to look for when buying… Contact centre headsets


Our panel reveal the essential features to look out for when buying contact centre headsets.

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