Call Centre Technology

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


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


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

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What’s Happening in the World of Webchat?


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

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7 Mistakes to Avoid With Customer Service Emails


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

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Trade Secrets: Simple Ways to Improve Call Scripting


Our panel reveals how to get the very best results from your call scripting.

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What to Look for When Buying… an Agent Desktop


Our panel highlights the ‘must have’ features you should be looking for when buying an agent desktop solution.

(Read more...) Views - 1,821

Are You Making These 25 Webchat Mistakes?


Our panel highlight the mistakes you should be avoiding in order to succeed using webchat.

(Read more...) Views - 1,993

How Do I… Achieve Consistency Across Different Channels?


Our panel reveals how you can offer the same standard of service to all of your customers – no matter which channel they choose.

(Read more...) Views - 3,913

Trade Secrets: Getting the Best out of Your Outbound Dialler


Our panel reveals how you can get the best out of your existing outbound dialler.

(Read more...) Views - 2,918

The Future of Voice in the Contact Centre


We asked our panel about the role voice might play in the contact centre of 2034. 

(Read more...) Views - 3,768
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