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Industry News

The UK's most popular call centre magazine
Our readers and panel of experts share their top tips for getting the very best out of your contact centre metrics. 1. Always ask yourself “what are we going to do with this information?” Before adding new metrics to the […]
Can’t remember the last time you reviewed your processes? It’s probably time you took your agents off the phones and treated them to an Away Day. One of the biggest issues facing the contact centre industry is its obsession with […]
Our panel explain where you might be failing with your agent desktop. Mistake 1: Making agents work to figure out the desktop features A common mistake – more at the door of technology vendors rather than call centres themselves – […]

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