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Technology

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

“I know what my problems are…but I don’t know how to solve them”

Is Email on its Way Out?

Contact centres hang up on speech recognition

Can a Unified Desktop Improve Agent Productivity?

How Contact Centres Use Email

search social media

Social Media Survey Results

2022 lightblub

Who will you call in 2022?

How to Reduce Agent Time Spent on Data Entry

Speech analytics: Where is the best return on investment?

Seven music on-hold tracks to avoid

The Top 25 Contact Centre Technology – 2011

forum discussion

5 reasons why support forums need to move on

What is your view of the latest Ofcom regulations?

Top Tips for Monitoring the Quality of Emails

A Step-by-Step Guide to a Customer Data Cleansing Process

What’s holding back speech analytics?

Is an avatar the best way to give customer service?

The Call Recording and Speech Analytics Reference Guide

What Customers Really Think of Music on Hold

The future of CRM

Automated outbound calls: the good, the bad and the ugly

How is SIP changing the contact centre?

Ten ways that social media can give you a competitive edge

5 ways that technology can make life simpler for contact centre agents