Translate
Menu
Home
Articles +
Articles
Hints and Tips
Customer Experience
Service Strategy
Management
Skills
WFM
Quality
Technology +
Technology
Tech
WFM
AI
Analytics
CCaaS
Knowledge Management
Voice of Customer
Webinars +
Webinars
Webinars
Recorded Webinars
Insights +
Insights
Blogs
Latest News
Events
Case Studies
Videos
LinkedIn Community
Resources +
Resources
Reports
Research
Erlang Calculator
Directory
Recorded Webinars
Newsletter
Tools +
Tools
Erlang Calculator
Forecasting
Excel Calculator
Cheat Sheets
Call Monitoring Form
Jargon
Events +
Events
Events
Webinars
Recorded Webinars
Videos
Advertise +
Advertise
Advertise
Media Pack
About Us
Articles - Ken Reid
Ken Reid, Consultant and Director, Optium
Connect with Ken on LinkedIn
Previous
RECENT
POPULAR
What are the Best Ways to Use Contact Centre Wallboards?
The Do’s and Don’ts of Call Scripting
7 Ways to Improve the Agent Desktop
How to Deal with Long Queues in the Contact Centre
99 Ways to Change Your Contact Centre
Should answer machine detection (AMD) be turned on or off?
How Contact Centre Technology Can Improve the Back Office
How technology can make life easier for the contact centre agent
8 ways that unified communications can improve the contact centre
Is Email on its Way Out?
Top Tips to Improve the Contact Centre
Top Tips to Make Your Workforce More Productive
Types of Outbound Dialer
Scripting in outbound calls
Ofcom Regulations
Best outbound calling times for a call centre
Typical dialler features
Reducing outbound calls (from a customer perspective)
Dialler regulations
Outbound Customer Case Studies
How to create an outbound call centre
What to look for when buying – a hosted call centre solution
The Top 10 most respected Call Centre People – 2009
What Abandoned Call Targets Should we use?
Previous
Editor's Pick
The Best Ways to Track Absence in the Contact Centre
Contact Centre Predictions for 2025
10 Christmas Office Games to Motivate Your Team
Stop Doing These Stupid Things to Your Customers