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What kind of shift patterns can contact centres use?  How should they be planned? Keith Gait offers a few pointers...
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Bidding for Shifts Hello, We are going ahead with utilizing a Shift Bidding process whereas CSE will be bidding for shif..
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I know this is a dumb question, However, I have been in Customer Service for Several Years but never had to bid for Busi..
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Aspect Software argues that effective channel shift is less about the technology and more about the people it affects. F..
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When the pandemic forced retail brands to close all brick-and-mortar stores with just a few days’ notice, customer ser..
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Putting in place a strategy that encourages customers to make more use of digital channels is increasingly important. Ca..
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The Contact Centre Podcast: Episode Six In this episode, Dr Nicola Millard of BT discusses the latest trends in customer..
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Agents find the option to swap shifts very useful, but for businesses, it can cause all sorts of trouble. Shift swaps ca..
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Gamma is a provider of unified communications as a service (UCaaS) into the UK, Dutch, Spanish and German business marke..
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