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Articles - Susannah Richardson

16 Mistakes to Avoid With Call Scripting

The Best Ways to Handle Customer Feedback

How Can Technology… Make Life Easier for My Customers?

mobile worker

Bringing the Field and Mobile Worker into the Contact Centre

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

What to Look for When Buying… A Performance Management Solution

The Future of Voice in the Contact Centre

21 Great Ways to Personalise Your Customer Interactions

What to Look for When Buying… A Cloud-Based Contact Centre Solution

channel chat

How do I… Get the Best from a Multi-Channel Contact Centre?

How Would Your Contact Centre Survive a Cold Snap?

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

New solutions for cutting complaints

Technology Toolkit – Phone Calls Following Email Queries

Technology Toolkit – Where is my Engineer?

7 Ways to Improve the Agent Desktop

Can the weather affect the mood of the caller / contact centre?

How Contact Centre Technology Can Improve the Back Office

man walking on tightrope

19 Tips for Reducing Customer Effort

On premise, managed service, hosted or cloud – Which is the best?

Is Email on its Way Out?

Can a Unified Desktop Improve Agent Productivity?