Technology

Call Centre Technology

The Hidden Gems of Call Recording

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

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Call Centre Staffing Calculator now available online

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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?

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

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What’s Next With… Workforce Management?

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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?

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

(Read more...) Views - 967

What’s Next With… Headsets?

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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

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

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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.

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

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.

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

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.

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