In this Call Centre Helper webinar, Paul discusses the best approaches when moving to digital …
What role will messaging play in your contact centre of the future?
In this thought leadership article, Paul looks at the differences between traditional live chat synchronous …
A contact centre strategy for our times
In this management article on having the right Customer Service strategy, Paul outlines why there …
A practical guide to blending bots, the crowd and live agents in your contact centre
In this thought leadership article, Paul discusses whether robots will be taking over contact centre …
Best contact centre metrics to use
In this Call Centre Helper webinar, Paul discusses the latest thinking behind contact centre metrics …
25 years of innovation in contact centres
Paul looks back over the past 25 years of contact centre operational challenges to see …
Incentives schemes that work
In this article – one of the most popular ever published on the Call Centre …
Best Practices for Using Web Chat
In this recorded webinar, Paul considers the operational factors in managing web chat in the …
How to transform customer contact
In this recorded webinar, Paul looks for opportunities to reduce customer effort in the contact …