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Articles - IFS

16 Mistakes to Avoid With Call Scripting

The Future of Voice in the Contact Centre

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Trade Secrets: Getting the Best out of Your Agent Desktop

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How do I… Get the Best from a Multi-Channel Contact Centre?

10 Techniques to Reduce Time Spent on ID and Verification

Which Technologies Give the Best Return on Investment (ROI)?

21 Smart Ways to Improve Webchat

13 Predictions for the Future of CRM Systems

13 Ways Technology Can Improve Employee Engagement

14 Ways to Improve Security for Customers

7 Ways to Improve the Agent Desktop

Is Email on its Way Out?

The Do’s and Don’ts of Call Scripting

Why Should Contact Centres Invest in Artificial Intelligence?

How Do I… Achieve Consistency Across Different Channels?

25 Tips to Help Your Staff to Stay Stress Free

How to deal with poor service on other channels

The Best Ways to Handle Customer Feedback

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

How Can I Monitor Quality Across all Contact Centre Channels?

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What to Look for When Buying an Agent Desktop

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

How Can Technology… Make Life Easier for My Customers?

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5 Ideas From the Echo Managed Services Contact Centre