S6E1 Surveys
Do you receive a survey after just about every interaction with a business? Does it drive you mad? Make you hit “delete”? Watch this video for some ideas on how to run voice surveys on the phone that deliver real…
CTI
S5E8 War Games
War Games. What do these have to do with cloud contact centres? Watch this video to understand what best practice looks like when it comes to preparing for the worst that can happen. Train hard. Fight easy.
S5E7 The K Number
In this video I share my thoughts on the future, and three strategies to deal with some of the personal issues many of us face right now: “The Box”; “Care but Don’t Worry”; and “The K Number”. If you liked…
S5E6 Coaching
Would you like to understand how a “whisper” could solve your problem of how to train and prepare your new agents if you don’t even get to meet them? This short video explains how to prepare and coach your new…
S5E5 Meetings
We’re all on video conference calls and the HIPPO is in its perfect environment. And I am angry about this. Watch this video for a simple idea on how to address the issue of the Highest Paid Person’s Opinion and…
S5E2 The Environment and Contact Centres
A comparison of on-premise and cloud infrastructure and the contact centre
S5E4 Omnichannel
What is the difference between multi-channel and omnichannel?
S5E3 Humans and Bots
Human agents – or bots – or both? What is the strategy and how easy is it to implement?
S5E1 Hold your Position in Queue
It’s a busy time in contact centres with more people calling than ever. Watch this short video to learn what is best practice when dealing with queuing callers
S4E1 How does it work
A visual explanation, using some “props” from my home, of how the Vonage Contact Centre works with Salesforce CRM