Call Centre Technology

The Hidden Gems of Call Recording


Our expert panel reveals the lesser-known features of call recording technology that can help boost contact centre performance.

(Read more...) Views - 1,918

Call Centre Staffing Calculator now available online


Need to make a quick staffing calculation of how many agents are needed? Then our new online call centre staffing calculator may be just the thing.

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How Will the Internet of Things Change the Contact Centre?


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

(Read more...) Views - 4,959

What’s Next With… Workforce Management?


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

(Read more...) Views - 2,517

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


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

(Read more...) Views - 967

What’s Next With… Headsets?


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

(Read more...) Views - 1,668

Spotlight on… Local Council Contact Centres


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

(Read more...) Views - 1,649

An Introduction to… Voice Biometrics


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

(Read more...) Views - 2,298

16 Mistakes to Avoid With Call Scripting


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

(Read more...) Views - 2,683

The Best Ways to Handle Customer Feedback


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

(Read more...) Views - 2,863
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