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Showing 1 to 15 of 2173 Articles
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
Why CRM Is Essential For Effective Contact Centre Engagement
Colin Hay, VP Sales, Intelecom UK looks at the advantages of smarter CRM . CRM provides the customer data, workflow and analytics that fine tunes contact centre engagement into relevant, effective and profitable dialogue.
Published: February 13, 2017
So You Want a Cheap Dialler?
Luc Francis Jacobs, Managing Director at Nixxis, has decided to open the discussion concerning the real savings done by going for a cheap dialler for connecting with your customers while the overall return on investment of such a move is under question.
Published: February 10, 2017
The Four Freedoms Of Games And Gamification
Bjørn-Rune Hanssen, Gamification Manager at Intelecom explains why it’s good to experiment and fail when it comes to gamification in contact centres.
Published: February 8, 2017
First Call Resolution – The Key to Success and Failure
In this article we deconstruct First Call Resolution, Identify possible sources for problems and point at the solutions.
Published: January 16, 2017
Key Metrics In Your Call Center To Boost Your Business
This article takes an in-depth look at the key metrics in your call center that you should be monitoring. We will go into more detail on average answering time, call resolution time, after work call time, first call resolution, customer satisfaction, missed call rate and average wait time.
Published: January 13, 2017
Predictive Dialer: A Game Changer in Customer Support Environment
Predictive dialers add efficiency to the process of making calls to customers or clients with a removal of manual number input and waiting for a response. So, let's see some of the game changer features of predictive dialer that are proving effective for a better customer experience.
Published: January 9, 2017
Turn On Trust To Deliver Outstanding Customer Service
Seven strategies for building trust in contact centers
Published: January 6, 2017
Virtual Agents - To Bot or Not?
AI software can play a powerful role when engaging with customers online. What does this mean for the Contact Centre?
Published: January 4, 2017
How To Choose An Outsourced Quality Monitoring Partner
There are a number of different organizations that offer outsourced quality monitoring, from large companies in North America to offshore solutions and independent consultants. Choosing the right partner is key to seamlessly transitioning to an outsourced environment, realizing incremental benefits and managing costs.
Published: January 2, 2017
Re-evaluate Your Quality Monitoring Program
Too often, in-house quality monitoring falls short in delivering added-value benefit to the organization, and is destined to land in the ‘cost’ column.
Published: December 30, 2016
Job Hopping and Common Interview Excuses
Hoppers are relatively common in the Call Center industry because there is ease in applying for a similar job.
Published: December 21, 2016