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Articles - Susannah Richardson

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

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

frustrated girl at typewriter

Mistakes to Avoid… Call and Contact Routing

Is Email on its Way Out?

How Contact Centre Technology Can Improve the Back Office

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

Can a Unified Desktop Improve Agent Productivity?

7 Ways to Improve the Agent Desktop

Technology Toolkit – Where is my Engineer?

Technology Toolkit – Phone Calls Following Email Queries

New solutions for cutting complaints

mobile worker

Bringing the Field and Mobile Worker into the Contact Centre

How Can These Four Technologies Reduce Costs in the Contact Centre?

How Would Your Contact Centre Survive a Cold Snap?

10 Contact Centre Technology Predictions for 2017

22 Ways Technology Can…. Exceed Customer Expectations

touching digital brain

What’s Next With… Smarter Ways of Working?

What’s Next With… Multichannel?

What to Look for When Buying… A Performance Management Solution

What Is a CRM System and How Can It Improve Contact Centre Performance?

How Can I Monitor Quality Across all Contact Centre Channels?

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