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Showing 1 to 15 of 2166 Articles
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
New Study Finds Generation Z Will Bring Balance to the Workforce
Data shows that Gen Z's work preferences are a blend of Gen X and millennials and could convince businesses to dial back on millennial workplace changes
Published: December 19, 2016
Does Holiday Scheduling Raise Your Stress Level?
Holiday staffing can be challenging at best in the contact center industry. Inaccurate forecasts can result in overstaffing or understaffing, driving up costs, negatively impacting team morale and lower productivity.
Published: December 19, 2016
The Potential Of Multi-generational Contact Centres
Tommy Palomaki at Teleopti says it’s time to embrace the multi-generational revolution by attracting, nurturing and retaining the brightest contact centre professionals, whatever their profile
Published: December 16, 2016
Customer Experience - Just Another Catch-Phrase?
I am dating myself, but back in the late 80’s I authored a strategic plan for a major financial institution brazenly titled “Relationship Banking for the 90’s” and I went on to present my observations and predictions at conferences throughout North America.
Published: December 14, 2016
Choosing A WFM Forecasting Tool
The forecasting tool is the key component in any workforce management suite. So much depends on the accuracy of your forecasts and scheduling. Making the wrong choice for your contact center(s) can have dire consequences.
Published: December 12, 2016
Joining Up The Dots Of The Customer Journey
Colin Hay, VP Sales at Intelecom UK, discusses the ‘customer journey’, what the term really means and why it is so important in contact centres.
Published: December 9, 2016
Stay Close To Your Team Right Now!
The latest blog from Teleopti outlines three good reasons why managers should consider integrating web-based scheduling and resource planning tools into their contact centre strategy.
Published: December 7, 2016