Call Centre Reporting | Top Metrics And Analytics Best Practice
As a contact centre manager, reporting is one of the most important things to get right. However, it’s also one of the most difficult. In this guide, we’ve explained call…
How To Make Better Outbound Contact – With Twilio Flex/Amazon Connect
The contact center software landscape has seen an interesting trend unfold over the previous few years. Highly programmable solutions have taken the enterprise market by storm, with Twilio Flex and…
7 Call Centre Technology Trends You Need To Know (2021)
Contact centre technology never stops evolving. In the past decade in particular, the rate of technological change has accelerated – especially as call centres begin to take advantage of artificial…
Call Centre PCI Compliance: Explained | How To Get Compliant
As a contact centre manager, you’re probably well aware of the importance of being PCI compliant. PCI compliance is no longer a nice to have – it’s a basic requirement…
5 Cognitive Psychology Hacks For A Winning Call Centre Script
Whether you’re calling fresh records for the first time, or attempting to re-engage previous customers, writing scripts for your team to call off is always a difficult task. (more…)
Call Centre Dashboards | Best Practice For Real-Time Analytics
By this point in your contact centre career, you probably know what dashboards are, and how to use them. In fact, you probably spend a good portion of your day…
11 Examples Of Customer Experience Strategy Best Practice
It’s all well and good to want to have an awesome customer experience (CX). But as you’ve probably realised by now, you’ve got to actually have strategies in place which…
Outbound Marketing: 5 Secrets/Strategies To Maximise ROI
Outbound marketinghas had its name dragged through the mud for quite a while now. HubSpot has stated that marketers should spend as little as 10% of their time on outbound…
Virtual Call Centres: Pros & Cons & How To Achieve Awesome Results
COVID-19 UPDATE Many call centres are now transitioning to a work-from-home model as a matter of urgency in light of the Coronavirus crisis. Here at contactSPACE, we’ve helped a number…
Do Not Call Register: Everything You Need To Know As A Consumer
Unsolicited telemarketing can get real annoying, real fast. If your number happens to end up on one of those widely-distributed lists that these organisations use, you could be in for…