Articles - Business Systems

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How Do I… Integrate my Back Office into the Contact Centre?
cc agent headset
The Truth About Agent Empowerment (You Are Probably Getting It Wrong!)
At what point should you move from spreadsheets to WFM
Video: At What Point Should You Move From Spreadsheets to WFM?
Flining cabinet showing suppliers
A list of Call Recording Suppliers
A photo of an engaged staff member being carried away by balloons
Remote Staff Engagement: 9 Strategies to Make Your Team Smile
Smartphone with yellow light bulbs from above
23 New Ideas for Customer Service Over the Phone
An Introduction to… Process Automation Technology
List of outbound diallers
Giving flowers as a gesture of goodwill
18 Goodwill Gestures to Build Better Employee Relationships
channel chat
How do I… Get the Best from a Multi-Channel Contact Centre?
15 Common Broken Processes in Contact Centres
Great idea concept with crumpled colorful paper and light bulb
Customer Experience Management (CEM) – The Latest Thinking in Looking After Customers
Phone with contact us, call, mail or chat icons
Why Is Omnichannel Customer Service Important?
Using Call Recordings To Coach Staff
A photo of someone presenting analytics findings
A Checklist for Implementing… Speech Analytics
Will Robots Replace Humans in the Contact Centre?
A picture of someone carrying a "I want more" light bulb
How Are Customer Expectations Changing and What Does That Mean for Us?
An illustrated drawing of a lightbulb and icons for creative thinking
19 Intelligent Ideas to Improve Employee Experience
Why Should Contact Centres Invest in Artificial Intelligence?
Why Is It Getting Harder to Recruit Good Contact Centre People?
Group of business people and software developers working as a team
13 Things Every Contact Centre Advisor Needs to Know
Are You Missing Out on Valuable Insights From Your Voice Data?
Forecasting and Scheduling for Multichannel Contact Centres
23 Ways to Improve Long-Term Productivity in the Contact Centre
 
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