Technology

Call Centre Technology

How Will the Internet of Things Change the Contact Centre?

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Our panel of experts look at how the Internet of Things (IoT) will change the contact centre and enable proactive customer service.

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What’s Next With… Workforce Management?

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Our panel of experts look at how Workforce Management technology is expected to change over the next few months and years.

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How Do I… Make YouTube into a Self-Service Channel?

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Our panel of experts explain how you can make YouTube into a self-service channel.

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What’s Next With… Headsets?

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We take a look at how headset technology is expected to change over the next few months and years.

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Spotlight on… Local Council Contact Centres

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We take a look at the initiatives that are changing how our local council contact centres are being run.

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An Introduction to… Voice Biometrics

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Our experts take an in-depth look at what is Voice Biometrics and how it can benefit your contact centre.

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16 Mistakes to Avoid With Call Scripting

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Our experts reveal the mistakes you need to avoid to create the very best call scripting experience for both your customers and your agents.

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The Best Ways to Handle Customer Feedback

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Our expert panel reveals what you should be doing with your captured data to create the best possible customer experience.

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Are You Making These Classic Outbound Dialling Mistakes?

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Our panel highlight the mistakes you should be avoiding when running an outbound dialling campaign.

(Read more...) Views - 2,096

Forecasting Excel Template

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We have developed a free forecasting template in Excel to help you with your Call Centre Planning.

(Read more...) Views - 5,311
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