Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

THE NEXT EVENT STARTS IN: 5 DAYS - REGISTER NOW -

Upcoming Events

CUSTOMER EXPERIENCE BEST PRACTICES

CUSTOMER LOYALTY

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

WORKFORCE MANAGEMENT

TRAINING IN CONTACT CENTERS

Forecasting

Are you involved in forecasting call volumes? If so, then one certainty is that you will probably spend some time reviewing historical call volumes, maybe even e-mail, fax, etc. to help you forecast accurately in the future. When you do, even if you have a forecasting system that calculates it for you, it is good practice to take into account any anomalies. For example, if your system failed one day and you lost virtually all your calls, don’t forecast with the historical data for that day, rather adapt the date for that day to what it would have been if everything was working OK. By being a little smarter with data, our forecasts will be more accurate.

Submit Tips

TIPS

Every Interactive Voice Response system gives users instructions to follow. What we have found is that many are poorly set up and the instructions can be confusing. For example, some ask you to press the ‘pound’ key, some the ‘hash’, and others the ‘... Read More...
June 4, 2020 5:00 AM
 1491 
Share
This really happened to me!

I contacted a government department by phone and the call was picked up quickly. Great I thought and the agent sounded very happy to take my call. I told her I wanted to discuss a situation and she replied “I am sorry,... Read More...

June 3, 2020 5:00 AM
 1
 1115 
Share
Submit Tips

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =