Statistically, the majority of contact centres still use manual processes to adjust their intraday workforce scheduling but why play a constant game of catch-up? Dave Hoekstra of Teleopti outlines 5 reasons to invest in real-time management to balance the workload, achieve service levels and mop-up agent idle time. Continue reading Keep calm and carry on: 5 Reasons for Intraday Scheduling in Contact Centres →

As part of customers’ communications shifting to digital, messaging is one of the fastest growing channels: 67% of people now expect to use messaging apps to talk to businesses. Continue reading The top four messaging channels in customer care and how to select the right one →

According to Peter Dempsey from Puzzel it’s time to transition from Workforce Management to Workforce Optimisation for true efficiency and effectiveness in contact centres. Here, he shares 3 tips for making the change… Continue reading What’s next for WFM? – 3 Steps from WFM to WFO for exceptional customer service →

Rob Crutchington at Encoded looks at the impact of GDPR on contact centres and discusses three ways to help them remain compliant using technology… Continue reading What happens next? 3 Steps to contact centre compliance →

Digitalisation is a double-edged sword. While it makes life easier by automating processes and helping consumers to self-serve, some might argue it offers too much choice. Colin Hay says it’s time to stay calm and carry on with a five-point plan for super-connected customer experience. Continue reading 5 Point Plan for Super-Connected CX →

Richard Mill from Business Systems (UK) explains why better visibility of team delivery is invaluable for call centre managers to run day-to-day operations smoothly and efficiently… Continue reading Greater Insight Is an Attainable Contact Centre KPI →