Smarter Working

Customers are beginning to expect personalised experiences whenever they make [...]

Even contact centre managers have to talk to other contact centres from time to time in their everyday lives. What’s your pet hate? How could contact centres look after their customers better?

Find out which contact centres around the world are forging [...]

We all get complaints from time to time, even the [...]

Business communications giant Avaya has named Plantronics as its preferred [...]

Knowledge management and information management make an important contribution to the improvement of the hard Key performance indicators (kpi’s) of the contact centre, like an average decrease of the conversation duration and the increase of client interactions that are dealt with in one time.

As far as technology standards go, Europe lags behind the United States a few years, but chatting – whether with images and sound or not – is something we all do.

Open source is gaining popularity. Open source is appearing increasingly in the news and also big organisations tend to make the switch-over to an open source software packet more often.

Ruben van Wendel de Joode Open source is gaining popularity. [...]

Working at a contact centre requires specific competences and skills, [...]