Call Centre Technology

12 Guaranteed Ways to Ruin Your Integration With the Back Office


Our panel of experts highlight the key mistakes to avoid when integrating the back office into your contact centre.

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15 Scheduling Mistakes You Need to Avoid at All Cost


Our panel of experts reveal the worst mistakes you can make when scheduling your agents.

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Trend Watching: What’s Happening With Forecasting?


Our readers share their thoughts on how they are tackling the latest forecasting challenges in their contact centre.

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Are You Running a Great Multichannel Operation?


We take a look at the qualities of a really effective multichannel contact centre.

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What Will Happen to the Contact Centre in 2016 and Beyond?


Our readers take a look at the changes set to shake up the industry in 2016 and beyond.

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The Hidden Gems of Call Routing Software


Our panel look at the lesser-known features of call routing software which can add value to your contact centre operation.

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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.

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Top Tips for Fixing Broken Processes


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

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