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Articles - Ken Reid

Ken Reid, Consultant and Director, Optium

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What to Look for When Buying a Cloud Communications System

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Chatbots: How Your Business SHOULD Be Using Them – With Examples

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20 Customer Experience Management Tools and How They Can Help (CEM)

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What to Look for When Buying an IVR

30 Customer Experience Trends to Watch Out For

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What to Look for When Buying an ACD System

15 Essential Strategies to Reduce Staff Turnover

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20 Contact Centre Predictions for 2020

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7 Safe Ways to Reduce Wait Times and Abandoned Calls

6 Steps to Refresh Your IVR System

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22 Contact Centre Cost Saving Ideas

15 Practical Techniques to Improve Your Voice of the Customer Program

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8 Advantages of Integrating Contact Centre Software With Your CRM

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

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How to Improve Customer Experience Management (CEM)

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20 Contact Centre Objectives

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18 Ways to Improve the Effectiveness of Your Digital Customer Service

23 Contact Centre Predictions for 2019

Inbound Contact – How to Avoid the ‘Halloween Horrors’

How Can I Make My Contact Centre Customer-Centric?

16 Things Your Contact Centre Might Be Getting Wrong

14 Contact Centre Problems and Solutions

New Year Resolution Ideas for Your Call Centre

26 Contact Centre Technology Predictions for 2018