Call Centre Technology

10 Common Mistakes to Avoid With Your Agent Desktop


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


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?


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

(Read more...) Views - 1,512

Top Tips for Fixing Broken Processes


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

(Read more...) Views - 1,006

An Introduction to… Erlang Calculations


Our panel explain everything you need to get started with Erlang calculations – from how to use them to what to watch out for.

(Read more...) Views - 1,989

10 Examples of YouTube for Self-Service


Looking to improve self-service? Here are 10 examples of how other companies are doing self-service with YouTube.

(Read more...) Views - 989

What’s Next With… Multichannel?


Our panel of experts look at how the multichannel customer experience is expected to change over the next few years, and where it might be by 2025.

(Read more...) Views - 2,197

How Do I… Get My Customers to Self-Serve?


Our panel of experts share their top tips for encouraging your customers to help themselves.

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The Hidden Gems of Agent Desktop Software


Our panel of experts share the lesser-known features of agent desktop software which you can enable to improve your contact centre.

(Read more...) Views - 1,049

Will Virtual Reality Replace Your Agents?


Is Virtual Reality the next trend set to shake up customer service? Kseniia Aksenova takes a look.

(Read more...) Views - 1,493
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