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About Us
Technology
A popular selection of articles looking at the best Call Centre Technology
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What to look for when buying – a contact centre desktop application
Technology options for a green-field contact centre
What to look for when buying… Contact centre headsets
How Do I… Create a ‘Channel of Choice’ Experience?
How to Handle Emojis in Customer Service
Call centre technology checklist: SMS
How to Improve Your Contact Centre Reporting
What are the Best Ways to Use Contact Centre Wallboards?
25 Ways Technology Can … Increase Agent Productivity
The Do’s and Don’ts of Call Centre Wallboards
Nine things they don’t tell you about speech analytics
What to look for when buying – a hosted call centre solution
Business Intelligence
How to Create Reassuring On-Hold and IVR Messages – With Examples
Acoustic shock – the facts you need to know
An Introduction to… PCI Compliance
12 Guaranteed Ways to Ruin Your Integration With the Back Office
Trade Secrets: Simple Ways to Improve Call Scripting
12 Ways to Make Better Use of Agent Downtime
18 ways to Improve Outbound Dialling
More bang for your buck – 3 ways to make your IVR more effective
What to look for when buying – A Workforce Optimisation Solution
The future of the contact centre headset
IP telephony: A guide to making it work effectively in your business
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Contact Centre Reports, Surveys and White Papers
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Editor's Pick
Open Questions to Use in Customer Service
Is ChatGPT Really Suitable for Contact Centres Right Now?
Out of Hours Service – Who’s Doing It Best?
Alternatives to Saying “Don’t Worry” to Customers