Translate

Expert Insights

A graphic of a person holding their hand up to their ear, with digital symbols around them

Q&A With Product Designers About the Value of Listening to Customers

millennials against wall

Forecasting and Scheduling for Multichannel Contact Centres

Getting a Handle on Abandonment Rate in the Contact Centre

A photo of someone holding a yellow star against a blue background

How to Better Capture Voice of the Customer Feedback

Photos from September 2017 Call Centre & Customer Services Summit

IVR Testing Explained

3 Strategies for Developing Call Centre Quality Assurance Guidelines

A picture of a man holding a pencil next to a tick list

Call Center Quality Assurance Calibration Guidelines

Finding Harmony Between Human and Artificial Intelligence

A map of the UK made of dots

Consumers Reject Regional Accents

A photo of glittery stars

The Best Way To Measure Call Centre Quality Assurance Metrics

Management Lessons From the Romans

A tough competency based interview question

bubble football

Work x Entertainment = Workatainment

stock photo

Spot the “Stock Photo”

Most Respected Contact Centre People – 2012

How to Motivate Employees for Less Than £50 Per Week

What lessons could a call centre manager learn from the BBC TV show “The Call Centre”?

Why good customer service should be in the news

6 Things you can Learn From BBC’s “The Call Centre”

5 Ways to Manage your Boss

A Career In Call Centres

What’s hot in the Contact Centre World