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
Cheat Sheets
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
Next
RECENT
POPULAR
20 Contact Centre Objectives
Ofcom Regulations
What Is the Best Way to Measure First Contact Resolution?
Best outbound calling times for a call centre
30 Customer Experience Trends to Watch Out For
Should answer machine detection (AMD) be turned on or off?
The Do’s and Don’ts of Call Scripting
New Year Resolution Ideas for Your Call Centre
The Hidden Gems of Outbound Dialling Technology
22 Contact Centre Cost Saving Ideas
Reducing outbound calls (from a customer perspective)
43 Things You Should NOT Do With Your IVR Messages
How to Deal with Long Queues in the Contact Centre
How to create an outbound call centre
What are the Best Ways to Use Contact Centre Wallboards?
How Do I… Overcome the Friday Slump?
Scripting in outbound calls
An Introduction to… Using Outbound Text Messages for Customer Service
16 Things Your Contact Centre Might Be Getting Wrong
How Do I… Integrate my Back Office into the Contact Centre?
How Do I… Achieve Consistency Across Different Channels?
Dialler regulations
What to Look for When Buying an ACD System
Types of Outbound Dialer
Next
Editor's Pick
How to Make the Best Use of Coaching Time
What’s the Best Way to Reward Customers for Their Feedback?
How to Define Career Paths in Your Contact Centre
Erlang X – Everything You Ever Wanted to Know