For many businesses, paid overtime is very much part and parcel of the organisation and how it operates. However, excessive amounts of overtime payments can be a scourge on a company’s bottom line and must be minimised wherever possible. According to Aspect Software, solving this problem requires businesses to manage their workforces more effectively through the use of technology, especially with the busy Christmas period now in full swing. Continue reading Eliminating the scourge of overtime requires businesses to do more to drive workplace efficiency, says Aspect Software →

Sales of cloud-based Workforce Management (WFM) solutions are on the rise and Olle Dűring, CEO at Teleopti outlines five reasons for contact centres to make the move to cloud without delay… Continue reading WFM in the cloud: Five reasons to make the move →

by Jeremy Payne, International VP Marketing, Enghouse Interactive… Continue reading Removing Consumer Frustration from the Contact Centre Experience →

According to Nick Brook at Teleopti, resource forecasting in contact centres needn’t be a complicated affair. Start by avoiding the most common mistakes and stick to the basics… Continue reading How to avoid the 5 most common mistakes in forecasting →

INVESTING in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. With the rise of challenger brands, this has become particularly important for the utilities industry over recent years as consumers move away from The Big Six. Continue reading Four Ways to Increase Meaningful Interactions With Your Customers →

In the article, Suzette Bouzane Meadows, Director of Contact at KCOM discusses how contact centre automation offers huge efficiencies, and by utilising intuitive technologies like face and voice recognition, contact centres do not need to sacrifice the human touch… Continue reading Facing up to the future contact centre – Face and voice recognition →