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Articles - Ken Reid

Ken Reid, Consultant and Director, Optium

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What to Look for When Buying an IVR

6 Steps to Refresh Your IVR System

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7 Safe Ways to Reduce Wait Times and Abandoned Calls

13 Mistakes to Avoid… Multichannel

8 ways that unified communications can improve the contact centre

How technology can make life easier for the contact centre agent

7 Ways to Improve the Agent Desktop

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

How Would Your Contact Centre Survive a Cold Snap?

Reducing outbound calls (from a customer perspective)

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What to Look for When Buying an Agent Desktop

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

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How Do I… Overcome the Friday Slump?

What’s Next With… Multichannel?

Top Tips to Improve the Contact Centre

What to look for when buying – a hosted call centre solution

Top Tips to Make Your Workforce More Productive

26 Contact Centre Technology Predictions for 2018

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How to Improve Customer Experience Management (CEM)

Trade Secrets: Getting the Best out of Your Outbound Dialler

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

How to create an outbound call centre

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18 Ways to Improve the Effectiveness of Your Digital Customer Service