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Articles - Ken Reid

Ken Reid, Consultant and Director, Optium

Connect with Ken on LinkedIn

How Do I… Reduce Call Queuing Time?

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

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

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How to Improve Customer Experience Management (CEM)

14 Contact Centre Problems and Solutions

Are You Making These Classic Outbound Dialling Mistakes?

Is Email on its Way Out?

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

How Can I Make My Contact Centre Customer-Centric?

20 Things Advisors Can Do to Improve the Customer Experience

8 ways that unified communications can improve the contact centre

Outbound Customer Case Studies

23 Contact Centre Predictions for 2019

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20 Contact Centre Predictions for 2020

99 Ways to Change Your Contact Centre

How Contact Centre Technology Can Improve the Back Office

6 Steps to Refresh Your IVR System

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

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7 Safe Ways to Reduce Wait Times and Abandoned Calls

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8 Advantages of Integrating Contact Centre Software With Your CRM

Inbound Contact – How to Avoid the ‘Halloween Horrors’

15 Essential Strategies to Reduce Staff Turnover

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What to Look for When Buying an IVR

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What to Look for When Buying a Cloud Communications System

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Editor's Pick

Thumbnail Erlang X – Everything You Ever Wanted to Know

Erlang X – Everything You Ever Wanted to Know

Thumbnail From Chaos to Control! Why Contact Centres Are Prioritizing WFM Solutions

From Chaos to Control! Why Contact Centres Are Prioritizing WFM Solutions

Thumbnail Proven Ways to Maintain Fairness in the Contact Centre

Proven Ways to Maintain Fairness in the Contact Centre

Thumbnail Get Ahead of KPI Fluctuations in Your Contact Centre

Get Ahead of KPI Fluctuations in Your Contact Centre

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