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Contact Center Articles

We are proud to offer the most extensive library of articles and content in our industry. Our in-depth coverage of relevant business topics provide you with support, education and information that will help you excel in your business.

Interested in contributing Articles & Papers? Submit Them Online Here


Showing 1 to 15 of 2498 Articles


Remote Onboarding - 5 Steps to Success
Recruiting and onboarding new staff in line with social distancing is uncharted territory, but using cloud contact centre solutions can get you off to a good start.  Thomas Rødseth of Puzzel and John Bhairoo of Black & White Recruitment share a five-point plan for success.
uk flag - Published: August 12, 2020
How to Create a Secure, Compliant Work-at-Home Environment
With many organizations continuing to work-at-home, balancing productivity with security and compliance remains essential. Organizations can ensure a compliant virtual environment with a two-pronged approached that combines both a technical solution and a people-process solution.
us flag - Published: August 10, 2020
5 Things You Should Know About Storage Databases
As data size increases, more companies are looking to jump into the clouds to solve their storage problems. Before you do here are just a few tips to help you on your way to a storage solution.
us flag - Published: August 7, 2020
5 Reasons To Setup IVR Payment For Your Business
Advancements in technology have given rise to the integration of modern payment gateway technologies that allow credit card and ACH (eCheck) transactions to be accepted and processed using the IVR systems.
uk flag - Published: August 5, 2020
Calls in the Time of Crisis
With the United Kingdom under lockdown during the pandemic, call centre staff, especially those in the NHS, have been under more pressure than ever before.
uk flag - Published: July 31, 2020
Remote Working for Contact Centres - How to Make Sure Security Isn't Compromised
For many, remote working has proved worthwhile and some companies look set to stick with the system. Barclays has 70,000 staff working from home and its boss Jes Staley says a big city office "may be a thing of the past", while Twitter has announced its employees can work from home "forever" if they wish.[1]
uk flag - Published: July 22, 2020
How Artificial Intelligence (AI) Can Help Deliver an Improved Customer Experience in your Contact Centre
Some of the most innovative AI tools such as chatbots can revolutionise your contact centre, but where do you start? Stay focused, educate agents and make technology the strategic enabler. Thomas Rødseth at Puzzel shares his 3-point plan for kickstarting your own AI revolution
Author: PR Artistry
uk flag - Published: July 17, 2020
As the Pandemic Continues: Is Your Customer Service Ready for Hurricane Season?
Just when businesses are moving to reopen during the pandemic, many must now contend with the 2020 hurricane season. And this year, predictions call for a more severe outlook than normal. How will your business respond and serve customers with the potential threat of multiple disasters?
us flag - Published: July 10, 2020
How Does WFH Affect a Contact Center Supervisor’s Responsibilities?
It’s easy to overlook the role of the supervisor when managing a company’s shift to remote work. However, they’re a core element in a company’s smooth sailing, and WFH can severely impede them in performing their duties in the absence of proper tools and procedures.
us flag - Published: July 8, 2020
How to Sustain Customer Service Teams’ Productivity Remotely
An article looking at the challenges facing customer service agents working from home and how to overcome them.
france flag - Published: July 6, 2020
Leveraging OKRs And KPIs To Enhance Employee Performance
Are you an organization looking to revamp and enhance your performance management strategy? Did you decide on the aspects such as the procedure you will follow, metrics to be considered, and so on? If you do not have answers to these questions now, then you are in the right place!  
india flag - Published: June 24, 2020
3 Winning Strategies for Effective Employee Engagement
As contact centres evolve as a result of COVID-19, Thomas Rødseth says now is a critical time to keep frontline staff safe and motivated.
uk flag - Published: June 19, 2020
3 Reasons Why IVR Payments Still Matter
As fears over coronavirus fuel a sudden spike in contactless transactions, Rob Crutchington explores the vital role of IVR to deliver fast, secure card payments that boost agent performance and customer confidence
uk flag - Published: June 17, 2020
Conversational Analytics - The Secret to Exceptional First Call Resolution & Outstanding Customer Experiences
?Focusing on First call Resolution?& Conversational Analytics and the role they play in creating effective call centers
uk flag - Published: June 15, 2020
Take Security Seriously When Getting Back to Work
UK companies are being urged to take security seriously in their contact centres when adapting their home-working and office working routines as the lockdown is eased.
uk flag - Published: June 12, 2020
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