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Articles - Susannah Richardson

Which Technologies Give the Best Return on Investment (ROI)?

What to Look for When Buying… A Cloud-Based Contact Centre Solution

On premise, managed service, hosted or cloud – Which is the best?

How Contact Centre Technology Can Improve the Back Office

Can a Unified Desktop Improve Agent Productivity?

What to Look for When Buying… A Performance Management Solution

7 Ways to Improve the Agent Desktop

Technology Toolkit – Where is my Engineer?

Technology Toolkit – Phone Calls Following Email Queries

New solutions for cutting complaints

mobile worker

Bringing the Field and Mobile Worker into the Contact Centre

How Can These Four Technologies Reduce Costs in the Contact Centre?

How Can Technology… Make Life Easier for My Customers?

10 Contact Centre Technology Predictions for 2017

22 Ways Technology Can…. Exceed Customer Expectations

The Best Ways to Handle Customer Feedback

touching digital brain

What’s Next With… Smarter Ways of Working?

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

What’s Next With… Multichannel?

How Would Your Contact Centre Survive a Cold Snap?

What Is a CRM System and How Can It Improve Contact Centre Performance?

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