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Articles - Ken Reid

Ken Reid, Consultant and Director, Optium

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The Do’s and Don’ts of Call Scripting

7 Ways to Improve the Agent Desktop

How to Deal with Long Queues in the Contact Centre

99 Ways to Change Your Contact Centre

Should answer machine detection (AMD) be turned on or off?

How Contact Centre Technology Can Improve the Back Office

How technology can make life easier for the contact centre agent

8 ways that unified communications can improve the contact centre

Is Email on its Way Out?

Top Tips to Improve the Contact Centre

Top Tips to Make Your Workforce More Productive

Types of Outbound Dialer

Scripting in outbound calls

Ofcom Regulations

Best outbound calling times for a call centre

Typical dialler features

Reducing outbound calls (from a customer perspective)

Dialler regulations

Outbound Customer Case Studies

How to create an outbound call centre

What to look for when buying – a hosted call centre solution

The Top 10 most respected Call Centre People – 2009

waiting by phone

What Abandoned Call Targets Should we use?