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Articles - Brent Bischoff

Brent Bischoff worked for Business Systems UK Ltd for over 19 years as a Product Solutions Consultant and Trainer and Cloud and Data Services Consultant

Connect with Brent on LinkedIn

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19 Golden Rules for Call Monitoring

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32 Call Centre KPIs That You Need to Track (And Why!)

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An Introduction to Customer Data Analysis

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What Is Wrap Time and How Can I Reduce It?

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What Is Speech Recognition Software and How Is It Being Used by Contact Centres?

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23 Considerations to Make Before Implementing a New Digital Channel

Why Is Measuring Customer Satisfaction So Important?

15 Practical Techniques to Improve Your Voice of the Customer Program

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The Do’s and Don’ts of Digital Self-Service

How to Better Integrate Customer Service and Marketing

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How to Develop a Digital Service Strategy

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18 Ways to Improve the Effectiveness of Your Digital Customer Service

16 Top Uses for Cloud Contact Centre Technology

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What Are the Industry Standards for Call Centre Metrics?

11 Mistakes to Avoid… Performance Management Tools

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30 Tips to Improve Your Call Quality Monitoring

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Contact Centre Problem-Solving: 7 Steps to Improve Root-Cause Analysis

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14 Tips for Collecting Advisor Feedback

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25 Ways Technology Can … Increase Agent Productivity

How Do I… Make Time for Agent Training?

15 Tips to Improve Quality Monitoring

Seven Deadly Sins of Call Quality Monitoring

Using Call Recordings To Coach Staff