Translate

Articles - Ken Reid

Ken Reid, Consultant and Director, Optium

Connect with Ken on LinkedIn

20 Things Advisors Can Do to Improve the Customer Experience

23 Ways to Improve Long-Term Productivity in the Contact Centre

Is There a Link Between Customer Experience and Profitability?

13 Mistakes to Avoid… Multichannel

An Introduction to… Using Outbound Text Messages for Customer Service

How Do I… Reduce Call Queuing Time?

What’s Next With… Multichannel?

The Hidden Gems of Outbound Dialling Technology

boat on edge

How Do I… Overcome the Friday Slump?

Are You Making These Classic Outbound Dialling Mistakes?

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

How Can Technology… Make Life Easier for My Customers?

Best Respected Awards – The Results

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

A picture of a shopping trolley

What to Look for When Buying an Agent Desktop

How Do I… Achieve Consistency Across Different Channels?

Trade Secrets: Getting the Best out of Your Outbound Dialler

What Is the Best Way to Measure First Contact Resolution?

The word IVR in speech bubbles

43 Things You Should NOT Do With Your IVR Messages

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

How to Improve Call Routing

How Would Your Contact Centre Survive a Cold Snap?

10 Ways to Speed up Complaint Handling

How do I… Get a single view of the customer?