Technology

Call Centre Technology

What to Look for When Buying… A WFM Solution

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Our panel highlights the ‘must have’ features to look out for when buying a Workforce Management (WFM) solution.

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Trade Secrets: How to Get the Best out of Your ACD

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Our panel reveal their tips and tricks for getting the best out of your Automatic Call Distributor (ACD).

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Trend Watching: What’s Happening to Contact Centre Email?

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Our readers answer your email FAQs… From how to perform effective quality monitoring to whether or not you should blend email with other channels.

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What Does 2015 Hold for the Contact Centre Industry?

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Our readers share their predictions about the future of the contact centre industry.

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How Can Technology… Make Life Easier for My Customers?

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Our experts share their thoughts on creating an effortless customer experience.

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Bringing the Field and Mobile Worker into the Contact Centre

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Our panel offer their advice on the best ways to connect mobile and field workers to the contact centre.

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How Do I… Create a ‘Channel of Choice’ Experience?

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Our panel of experts reveal the best ways to implement a true ‘channel of choice’ experience.

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What to Look for When Buying… A Performance Management Solution

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Our panel reveal the features you should be looking out for when choosing your next Performance Management Solution.

(Read more...) Views - 2,131

What’s Happening in the World of Webchat?

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Our readers answer your webchat FAQs… From how many webchats an agent should handle to what to do when a customer isn’t replying.

(Read more...) Views - 2,029

7 Mistakes to Avoid With Customer Service Emails

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Here are some of the worst mistakes you can make with customer service emails.

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