Posts in Contact Centre Management

contact centres in 2019

What will be the main focus for Contact Centres in 2019?

December 28th, 2018 Posted by Contact Centre Management

Market Study reveals where leading contact centres will be focusing their efforts and expenditure in 2019.

Contact Centre Forecasting Problems Uncovered

November 16th, 2018 Posted by Contact Centre Management

Contact Centre Forecasting is one of those tasks that most supervisors hate. Here’s four common forecasting problems, and how to overcome them.

Gamification

Game on! Gamification of the Contact Centre Role

October 5th, 2018 Posted by Contact Centre Management, Customer Experience, Technology

Gamification is one of the best ways to improve your agents’ engagement. But are you gamifying the right way? Read on to find out.

council contact centre

The Diverse Challenges Faced in Council Contact Centres

August 24th, 2018 Posted by Contact Centre Management, Technology

Working in a council contact centre involves resolving diverse issues across 40 business units. Here’s how Kingston Council does it.

Contact Centre Profits

9 Ways to Improve Contact Centre Profitability

June 22nd, 2018 Posted by Contact Centre Management, Customer Experience

There are several ways to improve the profitability of your Contact Centre. Discover 9 things to focus on to improve the bottom line.

Contact centre efficiency

15 Ways to Boost Contact Centre Efficiency

May 14th, 2018 Posted by Contact Centre Management

Review our 15 contact centre efficiency ideas to see how you could improve productivity without compromising CX.

cx central

Contact Centre Central becomes CX Central

May 4th, 2018 Posted by Contact Centre Management, Workforce Management

Contact Centre Central has been relaunched as CX Central – and founder Justin Tippett has announced five new initiatives for the industry to accompany it.

Abandoned call rate

The Real Financial Impact of Abandoned Calls

March 15th, 2018 Posted by Contact Centre Management, Customer Experience, Workforce Management

Have you calculated how much revenue you’re losing from abandoned calls? Discover how to calculate it, and reduce your rate and earn more.