Call Centre Technology

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.

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What’s Next With… Headsets?


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

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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.

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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 - 1,360

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 - 2,207

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 - 1,675

Are You Making These Classic Outbound Dialling Mistakes?


Our panel highlight the mistakes you should be avoiding when running an outbound dialling campaign.

(Read more...) Views - 1,914

Forecasting Excel Template


We have developed a free forecasting template in Excel to help you with your Call Centre Planning.

(Read more...) Views - 4,332

How Do I… Capture the Voice of the Customer?


Our panel explains what you should be doing to fully understand the customers coming through your contact centre.

(Read more...) Views - 2,833

Installing Excel Add-ins for the Forecasting Template


Add-ins are a feature in Microsoft Excel that provide additional features and commands.

(Read more...) Views - 722
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