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Technology

A popular selection of articles looking at the best Call Centre Technology

The Hidden Gems of Call Recording

How Will the Internet of Things Change the Contact Centre?

What’s Next With… Workforce Management?

future robot agent

What’s Next With… Headsets?

spotlight

Spotlight on… Local Council Contact Centres

An Introduction to… Voice Biometrics

16 Mistakes to Avoid With Call Scripting

The Best Ways to Handle Customer Feedback

Are You Making These Classic Outbound Dialling Mistakes?

voice megaphone

How Do I.. Capture the Voice of the Customer?

What to Look for When Buying… A WFM Solution

Trade Secrets: How to Get the Best out of Your ACD

Trend Watching: What’s Happening to Contact Centre Email?

How Can Technology… Make Life Easier for My Customers?

mobile worker

Bringing the Field and Mobile Worker into the Contact Centre

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

What to Look for When Buying… A Performance Management Solution

What’s Happening in the World of Webchat?

email keyboard

7 Mistakes to Avoid With Customer Service Emails

Trade Secrets: Simple Ways to Improve Call Scripting

A picture of a shopping trolley

What to Look for When Buying an Agent Desktop

Are You Making These 25 Webchat Mistakes?

How Do I… Achieve Consistency Across Different Channels?

Are Wallboards Good or Bad?