Our panel of experts share some great ideas for driving up efficiency in the con ..
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An efficient schedule is one in which the number of rostered agents consistently ..
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Celia Cerdeira at Talkdesk explores 11 essential contact centre KPIs to help a c ..
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Focusing on efficiency is vital in a contact centre, as getting it right can lea ..
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I just wanted to ask peoples opinion on how many times a client should be called ..
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David Mason at Odigo explores the concept of cost efficiency, its relevance to p ..
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Tracking, reporting, and improving upon metrics are essential across all areas o ..
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At Zoom's CX Summit 2024, leaders gathered to discuss AI's transformative impact ..
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While traditionally seen as a cost centre, contact centres are increasingly bein ..
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The Contact Centre Podcast: Series 4 Episode 4 Doug Casterton, a Senior WFM Mana ..
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Charles Watson presents two ways in which to measure efficiency and boost contac ..
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Robert Stanley of CallMiner shares the most effective ways to boost contact cent ..
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Driving efficiency and channel shift with Enghouse Interactive Enabling More Agi ..
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In this article, Matt Litherland gives us his own specialist insights into how ..
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How do you know you’ve developed the right schedules? Charles Watson shows ..
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Aspect Software share how to reduce overtime in the contact centre, while discus ..
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The combination of a time-strapped work week and the lingering effects of the Co ..
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The cost-of-living crisis has put pressure on contact centres to do more with le ..
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An efficient contact centre reduces waste. “Waste” may include unnec ..
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Over 80% of organizations expect to compete mainly based on CX, according to Gar ..
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Celia Cerdeira at Talkdesk explores how generative AI is revolutionizing custome ..
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“injixo has saved us lots of time. It helps us to be proactive, not reacti ..
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Sytel has announced the launch of SCC Client on Salesforce AppExchange, giving u ..
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Dick Bourke shares his advice for improving contact centre efficiency without in ..
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This article focuses on how to retaining staff and keeping them happy. It is the ..
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Celia Cerdeira at Talkdesk discusses how AI enhances contact centre efficiency b ..
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In today’s fast-paced business environment, call centres play a crucial ro ..
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With a difficult economic period ahead the Professional Planning Forum looks at ..
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In this article written by Dave Salisbury we explore the simple but important qu ..
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This case study investigates how Flogas boosted contact centre efficiency by imp ..
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Kate Sparrow of Connect Managed shares her advice for automating contact centre ..
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Hager, a renowned global supplier, specializes in delivering innovative electric ..
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Merijn te Booij at Genesys explains why WEM is the cornerstone of efficiency and ..
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Marén Römisch of injixo shares five ways that a WFM tool can boost schedule ef ..
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This case study investigates how Mayo County Council managed to improve agent ef ..
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We asked our readers ‘What Is Your Primary 2022 Priority?’ This arti ..
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CallMiner announced the launch of CallMiner AI Assist, a new set of AI tools aim ..
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Boosting productivity is not a question of just working harder, it’s all a ..
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Customer expectations are higher than ever. According to a Salesforce report, ..
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Yasmin Abdelfattah of IST Networks discusses the growing value of robotic proces ..
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Introduction Michigan-based Mike Morse Law Firm isn’t your typical personal in ..
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A successful transition requires the right tools; a knowledge management system ..
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Antonio Gonzalez at Talkdesk explains how financial services institutions must e ..
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Rectangle Health has selected Talkdesk CX Cloud as its contact centre solution f ..
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Sparkhound has continued the expansion of its 8×8 Contact Center deployment ..
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