Translate
Menu
Home
Articles +
Articles
Hints and Tips
Customer Experience
Service Strategy
Management
Skills
WFM
Quality
Technology +
Technology
Tech
WFM
AI
Analytics
CCaaS
Knowledge Management
Voice of Customer
Webinars +
Webinars
Webinars
Recorded Webinars
Insights +
Insights
Expert Insights
Blogs
Latest News
Events
Case Studies
Videos
LinkedIn Community
Resources +
Resources
Reports
Research
Erlang Calculator
Directory
Recorded Webinars
Newsletter
Tools +
Tools
Erlang Calculator
Forecasting
Excel Calculator
Free Downloads
Call Monitoring Form
Jargon
Events +
Events
Events
Webinars
Recorded Webinars
Videos
Advertise +
Advertise
Advertise
Media Pack
About Us
Articles - Ken Reid
Ken Reid, Consultant and Director, Optium
Connect with Ken on LinkedIn
Previous
RECENT
POPULAR
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
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
What Abandoned Call Targets Should we use?
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?
Previous
Editor's Pick
How to Use Stretch Targets Well in QA
7 Simple Mistakes That Hurt Contact Centre Morale
How to Make After-Call Work More Efficient – Without AI
How Worcester Bosch Keep Their NPS Above 80
Latest Resources
Guide: Optimizing AI in the Modern Contact Center
eBook: How to Build an AI-Ready Operation That Delivers Outcomes
Upcoming Events
Zoom CX EMEA Summit 2026
DemoNow: Connected Customer Engagement with Tendfor Across Voice and Chat
Latest Blogs
How to Prove Voice AI ROI Without Over Promising
Why Scaling Starts With Understanding, Not Efficiency
Featured Articles
How to Develop Psychological Safety in the Contact Centre
How to Rethink Agent Mental Health
Easy Ways to Make Your Contact Centre More Charitable
Ways to Make Working in a Contact Centre Fun
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2026
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service
