An efficient schedule is one in which the number of rostered agents consistently ..
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Our panel of experts share some great ideas for driving up efficiency in the con ..
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At Zoom's CX Summit 2024, leaders gathered to discuss AI's transformative impact ..
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In this article, Matt Litherland gives us his own specialist insights into how ..
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This case study investigates how Flogas boosted contact centre efficiency by imp ..
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How do you know you’ve developed the right schedules? Charles Watson shows ..
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Tracking, reporting, and improving upon metrics are essential across all areas o ..
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Focusing on efficiency is vital in a contact centre, as getting it right can lea ..
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I just wanted to ask peoples opinion on how many times a client should be called ..
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The combination of a time-strapped work week and the lingering effects of the Co ..
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Robert Stanley of CallMiner shares the most effective ways to boost contact cent ..
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Calabrio explores how contact centres can strike the right balance between cost ..
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Celia Cerdeira at Talkdesk explores 11 essential contact centre KPIs to help a c ..
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Driving efficiency and channel shift with Enghouse Interactive Enabling More Agi ..
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Celia Cerdeira at Talkdesk explores how generative AI is revolutionizing custome ..
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While traditionally seen as a cost centre, contact centres are increasingly bein ..
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This article focuses on focus on listening to customers and staff. It is the fif ..
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Sytel has announced the launch of SCC Client on Salesforce AppExchange, giving u ..
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In this part of the Contact Centre Manifesto series, we look at two key question ..
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In today’s fast-paced business environment, call centres play a crucial ro ..
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8x8 has expanded the availability of its Video Elevation feature for the 8x8 Con ..
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With a difficult economic period ahead the Professional Planning Forum looks at ..
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Vaillant has been providing efficient, innovative and environmentally friendly h ..
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In the dynamic world of customer service, contact centres are more than just com ..
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Vonage explores how AI-powered contact centre solutions are transforming the way ..
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Over 80% of organizations expect to compete mainly based on CX, according to Gar ..
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Hager, a renowned global supplier, specializes in delivering innovative electric ..
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Merijn te Booij at Genesys explains why WEM is the cornerstone of efficiency and ..
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Marén Römisch of injixo shares five ways that a WFM tool can boost schedule ef ..
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Kate Sparrow of Connect Managed shares her advice for automating contact centre ..
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Perhaps the most popular current use of artificial intelligence (AI) in the cust ..
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This case study investigates how Mayo County Council managed to improve agent ef ..
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“injixo has saved us lots of time. It helps us to be proactive, not reacti ..
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Boosting productivity is not a question of just working harder, it’s all a ..
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We asked our readers ‘What Is Your Primary 2022 Priority?’ This arti ..
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Yasmin Abdelfattah of IST Networks discusses the growing value of robotic proces ..
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Introduction Michigan-based Mike Morse Law Firm isn’t your typical personal in ..
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Antonio Gonzalez at Talkdesk explains how financial services institutions must e ..
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A successful transition requires the right tools; a knowledge management system ..
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Sparkhound has continued the expansion of its 8×8 Contact Center deployment ..
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How many of us have opted for the cheap option, only to regret not spending that ..
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Aspect Software share how to reduce overtime in the contact centre, while discus ..
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Miguel Caetano discusses how virtual assistants can benefit the contact centre a ..
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An efficient contact centre reduces waste. “Waste” may include unnec ..
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Charles Watson presents two ways in which to measure efficiency and boost contac ..
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