Posts in Contact Centre Management

Contact centre modernisation

Kaizen calling: Modernising your contact centre one step at a time

August 16th, 2019 Posted by Contact Centre Management

Contact centre systems have come a long way in the last 20 years, and with the advent of smartphone technology

customer experience technologies

Contact Centre Strategic Management – Tip 2

June 24th, 2019 Posted by Contact Centre Management, Technology

Tip No 2 from Sol Rabinowicz, CEO Premier Technologies, during his keynote presentation at CCW.

Contact Centre Strategic Management

Contact Centre Strategic Management – Tip 1

June 7th, 2019 Posted by Contact Centre Management

Tip No 1 from Sol Rabinowicz, CEO Premier Technologies, during his keynote presentation at CCW.

agile management in contact centres

How Agile Management Can Improve Contact Centre Results

May 27th, 2019 Posted by Contact Centre Management

Imagine a contact centre where customer satisfaction scores consistently hit the top end of the scale

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

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.