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Articles - Ken Reid

Ken Reid, Consultant and Director, Optium

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How Can Technology… Make Life Easier for My Customers?

How technology can make life easier for the contact centre agent

7 Ways to Improve the Agent Desktop

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

10 Ways to Speed up Complaint Handling

How Would Your Contact Centre Survive a Cold Snap?

Typical dialler features

How to Improve Call Routing

A picture of a shopping trolley

What to Look for When Buying an Agent Desktop

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

26 Contact Centre Technology Predictions for 2018

What’s Next With… Multichannel?

Top Tips to Improve the Contact Centre

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

Top Tips to Make Your Workforce More Productive

13 Mistakes to Avoid… Multichannel

Is There a Link Between Customer Experience and Profitability?

Trade Secrets: Getting the Best out of Your Outbound Dialler

15 Practical Techniques to Improve Your Voice of the Customer Program

waiting by phone

What Abandoned Call Targets Should we use?

A trail of lit up dust

18 Ways to Improve the Effectiveness of Your Digital Customer Service

The Top 10 most respected Call Centre People – 2009

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