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Articles - Ken Reid
Ken Reid, Consultant and Director, Optium
Connect with Ken on LinkedIn
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How Can Technology… Make Life Easier for My Customers?
How technology can make life easier for the contact centre agent
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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?
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