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Technology

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

2016 written on road

What Will Happen to the Contact Centre in 2016 and Beyond?

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What’s Next With… Speech Analytics?

What Does the Future Hold for Customer Service?

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An Introduction to… PCI Compliance

Top Tips for Fixing Broken Processes

10 Common Mistakes to Avoid With Your Agent Desktop

customer frustrated on the phone

Using Technology to Reduce Customer Frustration

What’s on your wallboard?

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What to Look for When Buying – Unified Communications

What to look for when buying – A Workforce Optimisation Solution

What to look for when buying – customer self service

What to look for when buying – a responsible outbound dialling solution

How to improve self service with community-generated content

Is there life beyond Erlang?

computer showing analytics

Speech Analytics – What to Look for When Buying a Solution

A beginner’s guide to speech analytics

CRM Solution helps Severn Trent to recover £3 million in unpaid bills

What to look for when buying – a performance management tool

Ten examples of individual caller treatment

The five most flopped customer service technologies

What to look for when buying – a contact centre desktop application

The Benefits of an IP contact centre

What’s new in the world of headsets

How unified communications can improve the contact centre