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Workforce Engagement Management – what does it really mean?
Olle Düring, CEO of Teleopti outlines three steps to put the Voice of the Employee at the heart of your contact center
Published: March 22, 2017
Making the Call Center Experience as Pleasant as Possible for Your Customers
This article by Symon Edmonds, Marketing Manager for Nectar Desk in Canada, outlines strategies to improve customer experience in your call center. It describes the ethos that a call center should employ in its operations as well as the personality traits that it should instil in agents.
Published: March 20, 2017
The Struggle for Office Space in the Philippines
Roland Cerera, Digital Marketing Content Manager for TeleDevelopment in the Philippines says "As the IT-BPM flourish, every other industry is positively affected by its exponential growth. The need for office space is inevitable on top of this list."
Published: March 17, 2017
Five Steps to Reinventing Quality Management in Contact Centres
Thomas Rødseth, VP of Product & Marketing at Intelecom, says it’s time to follow the lead of smart, successful organisations with a fresh approach to Quality Management
Published: March 15, 2017
Answering Services: Getting Over the Hump
Grayson Kemper, Content Developer and Marketer for Clutch, examines the history of answering services and where it might be headed in the future in the following article.
Published: March 13, 2017
How to Improve Forecast Accuracy in your Call Center
This article outlines some strategies how you can improve the forecast accuracy of your call center. Make sure your agents aren't overloaded and your customers are happy by following these steps!
Published: March 10, 2017
Do You Have A Mobile Customer Service Strategy?
Thomas Rodseth, VP of Product & Marketing at Intelecom takes a look at why mobile customer service is important right now.
Published: March 8, 2017
Is the Customer Really Always Right?
Kim Campbell, VP of Operations for Blue Ocean Contact Centers examines why the customer is not always "right" and how it might pertain to the contact center arena.
Published: March 6, 2017
When IoT Meets Technical Support
In this article we explore the IoT effect on tech support and how CS operations should prepare.
Published: March 3, 2017
Customer Happiness and Increasing Revenue: You Can Have Both
According to a recent study by Pew Charitable Trust, 8 out of 10 Americans are in debt. In any industry, there is no substitute for a customer base that remains loyal, but when collecting, a traditionally difficult situation to traverse, good customer service could be the difference between staying in business or not.
Published: March 1, 2017
Is Your Digital Customer Service Just Skin Deep?
Thomas Rødseth, VP of Product and Marketing at Intelecom takes a look at what contact centres can learn from digital transformation
Published: February 24, 2017
The Future of Work is Here
A ‘work from anywhere’ environment supported by Workforce Management (WFM) benefits customers, employees and the business
Published: February 22, 2017
How to Measure and Optimize First Call Resolution
This article by Symon Edmonds, Marketing Manager for Nectar Desk in Canada, takes a look at how to measure and optimize First Call Resolution in your call center. He explains how to define first call resolution (not as simple a task as it may sound) and some strategies to increase your FCR rate.
Published: February 20, 2017
Agent Empowerment – Does it Really Matter?
Three Steps to letting go gracefully written by Colin Hay, Vice President of Intelecom
Published: February 17, 2017
To Stay or Start Anew? – Tips on How to Assess Your Career and Future
Should I stay or should I go? The decision is all yours but we have a few tips for you to consider.
Published: February 15, 2017