Contact Centre Magazine
Hints and Tips
Hints & tips
What is an Erlang?
Articles about Live Chat
Articles tagged about live chat and web chat
Making Your Customer Service Writing Simple, Friendly and Personal
15 Golden Rules of Webchat
Podcast – Customer Service Writing: How to Get More from Your Emails and Chats
How to Forecast and Plan for Live Chat
Replace Negative Words With Positive Alternatives for Customer Service With Examples
Live Chat Metrics: Which Should You Be Monitoring?
How to Forecast With Minimal Data
10 Things They Won’t Tell You About Live Chat
How to Write to Vulnerable Customers
How to Assess Quality on Email and Live Chat in the Contact Centre
14 Fresh Ideas from the Sky Contact Centre
Customer Service Apologies – Keeping Sorry Fresh and Sincere
10 Best Practices to Improve Live Chat
14 Top Tips for Digital Customer Service
Ten Tips to Provide a Greater Webchat Experience
21 Smart Ways to Improve Webchat
Live Chat Probably Costs More than Phone Call
10 Tips to Make Webchat Work for Your Contact Centre
Training Your Staff to Be Effective at Live Chat
19 Things We Learnt at the MOO Contact Centre
Are Your Social Media Interactions Too Formal?
What Will Happen to the Contact Centre in 2016 and Beyond?
How Do I… Make Webchat the Channel of Choice?
Think Webchat is 30% Cheaper Than a Phone Call? Think Again
What Is a Balanced Scorecard and How Do You Create One?
10 Red Flags to Watch Out for With New Hires
26 Great Techniques for Showing Real Empathy in Customer Service
How to Increase Contactless Engagement
Webinar: Performance Management – Best Practices for Agents, Leaders and Managers
Thu 30 Sep 2021
Webinar: Chat and Email Mistakes to Avoid
Thu 07 Oct 2021
eBook: Change Management Blueprint for Contact Centre Digital Transformation
Case Study: Post Office Ltd. Delivers Superior Customer Experience
Can next-gen AI voice assistants drive more inclusive customer service?
Tue 21 Sep 2021
Retaining Agents with a Mindful Culture – Webinar
Tue 21 Sep 2021
Nine Call Center Initiatives to Consider
What can Audio Quality Management do for Business?