Technology

Call Centre Technology

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.

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Forecasting Excel Template

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

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How Do I… Capture the Voice of the Customer?

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Our panel explains what you should be doing to fully understand the customers coming through your contact centre.

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Installing Excel Add-ins for the Forecasting Template

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Add-ins are a feature in Microsoft Excel that provide additional features and commands.

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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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