Call Centre Technology

What Does 2015 Hold for the Contact Centre Industry?


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?


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


Our panel offer their advice on the best ways to connect mobile and field workers to the contact centre.

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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.

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Are You Making These 25 Webchat Mistakes?


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

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