The Science Bit

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  There’s more to outbound diallers than just higher call volumes – are you making the most of yours?

  September 7, 2016 • Articles, The Science Bit • 1621

  Outbound diallers can achieve far more than just increasing the throughput of calls. The latest features in cloud-based solutions...

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  The customer journey revisited – three tips for achieving customer value and growth

  September 2, 2016 • The Science Bit • 4033

   Customer Journey mapping is becoming an increasingly popular term in contact centers. Many organizations are using customer...

• JABRA & UKCCF FREE TRIAL OFFER

  September 2, 2016 • News, The Science Bit • 2593

  Empowering agents with the right headsets can significantly boost their productivity, improve customer relations and drive...

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  Customer Experience and Revenues Are Being Jeopardized by Calls Not Connecting

  September 2, 2016 • The Science Bit, Top Tips • 2134

  by Stephen Levenson, VP at Global Telecom Testing (www.globaltelecomtesting.com) A 1st Financial Training Services survey...

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  Reducing the Cognitive Load

  July 28, 2016 • The Science Bit • 2538

  One of the gurus of web usability, Steve Krug, always asked of any website “Don’t make me think”. By this he meant that the...

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  Why do consumers choose particular channels?

  July 28, 2016 • The Science Bit • 1973

  When researching our new report, “The Inner Circle Guide to Omnichannel Customer Contact”, it was interesting to see how the...

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  Conversational Self Service Is Shaking Things Up

  July 28, 2016 • The Science Bit • 2177

  I’ve just run my second briefing on intelligent assistance. Much happened in the few months between sessions. This time, the...

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  Six Tips for Retaining Your Best Contact Centre Homeworkers

  July 28, 2016 • The Science Bit • 2049

  In this blog, we discuss six ideas that companies can use to retain their HomeAgent talent:   Operate a total...

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  Successful Channel Integration

  July 28, 2016 • The Science Bit • 1906

  Organisations have happily supplemented voice with digital channels, but very few have integrated them. It’s a shame. Unless...

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  BUSINESSES MUST ACT TO SUPPORT HIGH-VALUE CALL-CENTRIC WORKERS

  July 25, 2016 • News, The Science Bit • 1377

  Jabra report outlines business failures to  support conversation-driven employee productivity Research launched by Jabra today...