The Leading Contact Centre Magazine

Articles about The Forum

A picture of a network of people

17 Resource Planning Tools and Techniques You Should Know

1,557

Read more...

A picture of 2020 balloons

20 Contact Centre Predictions for 2020

2,430

Read more...

A photo of someone in consideration while looking across mountain range

23 Considerations to Make Before Implementing a New Digital Channel

728

Read more...

A red paper plane is surrounded by yellow paper planes

Which KPIs Do I Need for Contact Centre WFM?

3,072

Read more...

RBS members collecting the prize for the Innovation Award for Digital Transformation

Customer Contact Innovation Award Winners Announced

221

Read more...

Blur image event blurred background

What Not to Miss at Call & Contact Centre Expo 2019

298

Read more...

How Far in Advance Should You Publish Your Contact Centre Shifts?

1,532

Read more...

10 Things They Won’t Tell You About Live Chat

6,097

Read more...

The Top Ten Uses for Call Recordings

1,444

Read more...

2018’s Customer Contact Innovation Award Winners Announced

574

Read more...

The Best Call-Closing Statements

75,341

Read more...

8 Quick Ideas From the Domestic & General Contact Centre

1,952

Read more...

What Does Good Customer Service Look Like?

114,956

Read more...

12 Top Tips to Reduce Inbound Call Volumes

12,322

Read more...

17 Top Tips for Multichannel Customer Service

2,147

Read more...

The Latest Techniques for Call Centre Forecasting

24,931

Read more...

20 Things Advisors Can Do to Improve the Customer Experience

8,036

Read more...

Six Steps to Implement Annualised Hours in the Contact Centre

3,211

Read more...

A headset graphic has the words "Good Afternoon!" between the headpieces

The Best Customer Service Greeting Phrases – with Examples

220,459

Read more...

Customer Contact Innovation Award Winners Announced Last Night

1,002

Read more...