Ken Reid - Page 2 of 3 - 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

20 Things Advisors Can Do to Improve the Customer Experience

20 Things Advisors Can Do to Improve the Customer…

23 Ways to Improve Long-Term Productivity in the Contact Centre

23 Ways to Improve Long-Term Productivity in the Contact…

Is There a Link Between Customer Experience and Profitability?

Is There a Link Between Customer Experience and…

13 Mistakes to Avoid… Multichannel

13 Mistakes to Avoid… Multichannel

An Introduction to… Using Outbound Text Messages for Customer Service

An Introduction to… Using Outbound Text Messages for…

How Do I… Reduce Call Queuing Time?

How Do I… Reduce Call Queuing Time?

What’s Next With… Multichannel?

What’s Next With… Multichannel?

The Hidden Gems of Outbound Dialling Technology

The Hidden Gems of Outbound Dialling Technology

How Do I… Overcome the Friday Slump?

How Do I… Overcome the Friday Slump?

Are You Making These Classic Outbound Dialling Mistakes?

Are You Making These Classic Outbound Dialling Mistakes?

Trade Secrets: How to Get the Best out of Your ACD

Trade Secrets: How to Get the Best out of Your ACD

How Can Technology… Make Life Easier for My Customers?

How Can Technology… Make Life Easier for My Customers?

How Do I… Create a ‘Channel of Choice’ Experience?

How Do I… Create a ‘Channel of Choice’…

What to Look for When Buying an Agent Desktop

What to Look for When Buying an Agent Desktop

How Do I… Achieve Consistency Across Different Channels?

How Do I… Achieve Consistency Across Different Channels?

Trade Secrets: Getting the Best out of Your Outbound Dialler

Trade Secrets: Getting the Best out of Your Outbound…

What Is the Best Way to Measure First Contact Resolution?

What Is the Best Way to Measure First Contact Resolution?

43 Things You Should NOT Do With Your IVR Messages

43 Things You Should NOT Do With Your IVR Messages

How Do I… Integrate my Back Office into the Contact Centre?

How Do I… Integrate my Back Office into the Contact…

How to Improve Call Routing

How to Improve Call Routing

How Would Your Contact Centre Survive a Cold Snap?

How Would Your Contact Centre Survive a Cold Snap?

10 Ways to Speed up Complaint Handling

10 Ways to Speed up Complaint Handling

How do I… Get a single view of the customer?

How do I… Get a single view of the customer?

What are the Best Ways to Use Contact Centre Wallboards?

What are the Best Ways to Use Contact Centre Wallboards?

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