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Articles - Ken Reid

Ken Reid, Consultant and Director, Optium

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magnifying glass with a target in the middle and the words 'contact centre objectives'

20 Contact Centre Objectives

Ofcom Regulations

What Is the Best Way to Measure First Contact Resolution?

99 Ways to Change Your Contact Centre

The Top 10 most respected Call Centre People – 2009

Should answer machine detection (AMD) be turned on or off?

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8 Advantages of Integrating Contact Centre Software With Your CRM

Scripting in outbound calls

The Do’s and Don’ts of Call Scripting

New Year Resolution Ideas for Your Call Centre

14 Contact Centre Problems and Solutions

Dialler regulations

The Hidden Gems of Outbound Dialling Technology

How Do I… Achieve Consistency Across Different Channels?

Are You Making These Classic Outbound Dialling Mistakes?

Best outbound calling times for a call centre

The word IVR in speech bubbles

43 Things You Should NOT Do With Your IVR Messages

best-info-on-wallboard-

What are the Best Ways to Use Contact Centre Wallboards?

A picture of tools in a wallpaper style

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

30 Customer Experience Trends to Watch Out For

A picture of a a do and don't sign

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

A photo of a graph with labels saying "cost" and "benefit"

22 Contact Centre Cost Saving Ideas

16 Things Your Contact Centre Might Be Getting Wrong

How to Improve Call Routing