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About Us
Articles - Susannah Richardson
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The Best Ways to Handle Customer Feedback
How Do I… Remove Average Handling Time (AHT) as an Agent Target?
How Can I Monitor Quality Across all Contact Centre Channels?
How Can Technology… Make Life Easier for My Customers?
11 Tips to Create and Maintain Loyal Customers
New solutions for cutting complaints
How Can These Four Technologies Reduce Costs in the Contact Centre?
How Do I… Create a ‘Channel of Choice’ Experience?
How Would Your Contact Centre Survive a Cold Snap?
Can a Unified Desktop Improve Agent Productivity?
How Contact Centre Technology Can Improve the Back Office
How Can Technology Prevent Understaffing?
16 Things Your Contact Centre Might Be Getting Wrong
Technology Toolkit – Where is my Engineer?
Technology Toolkit – Phone Calls Following Email Queries
10 Contact Centre Technology Predictions for 2017
What’s Next With… Smarter Ways of Working?
What’s Next With… Multichannel?
Can the weather affect the mood of the caller / contact centre?
Bringing the Field and Mobile Worker into the Contact Centre
What to Look for When Buying… A Performance Management Solution
On premise, managed service, hosted or cloud – Which is the best?
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Editor's Pick
The Best Ways to Deal With Last-Minute Time-Off Requests
What It Takes to Get Training Right in the Contact Centre
The 5-Star Customer Service Skills Your Team Really Need
Train New Agents in Just 30 Days
