Positioned on the frontline of organisations, many contact centres get to hear first-hand the impact on customers. Here are 5 tips for dealing sensitively with customers who are under financial...
Wallboards are a familiar site in contact centres. No matter how large the business operation, wallboards displaying a dashboard of KPIs are used to inform contact centre operators, supervisors, and...
If data’s influence on our personal lives is a little underestimated, in a business context, data is pretty much everything. Careful consideration of what data tells us provides a number of great...
As a more recent technology VoIP’s digital contact centre voice call technology is better than that of older PSTN-based call centres. But how do we measure superiority to assert that VoIP is...
Geo dialling is a powerful tool that increases contact rates and reduces the number of outbound calls that get sent to voicemail. We discuss how geo dialling works and what it means for call pick...
