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Articles - David Ford

David Ford, Former CEO, Magnetic North

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What Is a CRM System and How Can It Improve Contact Centre Performance?

An Introduction to… Using Outbound Text Messages for Customer Service

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Worst Mistakes to Avoid… Mapping the Customer Journey

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25 Ways Technology Can … Increase Agent Productivity

What’s Next With… Multichannel?

The Hidden Gems of Call Recording

How Will the Internet of Things Change the Contact Centre?

How Do I… Remove Average Handling Time (AHT) as an Agent Target?

The Best Ways to Handle Customer Feedback

Are You Making These Classic Outbound Dialling Mistakes?

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How Do I.. Capture the Voice of the Customer?

What to Look for When Buying… A WFM Solution

Trade Secrets: How to Get the Best out of Your ACD

How Can Technology… Make Life Easier for My Customers?

How Do I… Create a ‘Channel of Choice’ Experience?

What to Look for When Buying… A Performance Management Solution

The Future of Voice in the Contact Centre

What to Look for When Buying… A Call Recording Solution

What Is the Best Way to Measure First Contact Resolution?

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43 Things You Should NOT Do With Your IVR Messages

What to Look for When Buying… A Cloud-Based Contact Centre Solution

How Do I… Integrate my Back Office into the Contact Centre?

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Keeping the raindrops in: Your guide to security in the cloud