Ken Reid - Call Centre Helper

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Ken Reid

Ken Reid, Consultant and Director, Optium

Connect with Ken on LinkedIn

Recent Articles Most Viewed Articles

What to Look for When Buying a Cloud Communications System

What to Look for When Buying a Cloud Communications System

Chatbots: How Your Business SHOULD Be Using Them – With Examples

Chatbots: How Your Business SHOULD Be Using Them – With…

20 Customer Experience Management Tools and How They Can Help (CEM)

20 Customer Experience Management Tools and How They Can…

What to Look for When Buying an IVR

What to Look for When Buying an IVR

30 Customer Experience Trends to Watch Out For

30 Customer Experience Trends to Watch Out For

What to Look for When Buying an ACD System

What to Look for When Buying an ACD System

15 Essential Strategies to Reduce Staff Turnover

20 Contact Centre Predictions for 2020

20 Contact Centre Predictions for 2020

7 Safe Ways to Reduce Wait Times and Abandoned Calls

7 Safe Ways to Reduce Wait Times and Abandoned Calls

6 Steps to Refresh Your IVR System

6 Steps to Refresh Your IVR System

22 Contact Centre Cost Saving Ideas

22 Contact Centre Cost Saving Ideas

15 Practical Techniques to Improve Your Voice of the Customer Program

15 Practical Techniques to Improve Your Voice of the…

8 Advantages of Integrating Contact Centre Software With Your CRM

8 Advantages of Integrating Contact Centre Software With…

The Do’s and Don’ts of Digital Self-Service

The Do’s and Don’ts of Digital Self-Service

How to Improve Customer Experience Management (CEM)

How to Improve Customer Experience Management (CEM)

20 Contact Centre Objectives

20 Contact Centre Objectives

18 Ways to Improve the Effectiveness of Your Digital Customer Service

18 Ways to Improve the Effectiveness of Your Digital…

23 Contact Centre Predictions for 2019

23 Contact Centre Predictions for 2019

Inbound Contact – How to Avoid the ‘Halloween Horrors’

Inbound Contact – How to Avoid the ‘Halloween Horrors’

How Can I Make My Contact Centre Customer-Centric?

How Can I Make My Contact Centre Customer-Centric?

16 Things Your Contact Centre Might Be Getting Wrong

16 Things Your Contact Centre Might Be Getting Wrong

14 Contact Centre Challenges With Expert Solutions

14 Contact Centre Challenges With Expert Solutions

New Year Resolution Ideas for Your Call Centre

New Year Resolution Ideas for Your Call Centre

26 Contact Centre Technology Predictions for 2018

26 Contact Centre Technology Predictions for 2018

10 Customer-Centric Ideas We Heard at Adanola

What’s the Difference Between a Short- and Long-Term AI Strategy?

Key Things That “Make or Break” a Resource Planning Team

Assembled Partners With Nextiva to Introduce WFM Integration

AnywhereNow Wins Second Microsoft AI Hackathon Challenge

Guide: Are Your Agents Ready?

Webinar Replay: How to Turn Customer Feedback into Action

Upcoming Events

3rd November 2026

2026 #RaisingStandards

3rd November 2026

Consumer Duty at Scale: Proving Fairness Across 100% of Interactions – Webinar

From AI Insights to Action: Closing the Coaching Gap

Awaab’s Law Phase 2: Connecting Property and Resident Data

Upcoming Webinars

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success