Technology

Call Centre Technology

An Introduction to… Voice Biometrics

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

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16 Mistakes to Avoid With Call Scripting

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

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The Best Ways to Handle Customer Feedback

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

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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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