Training – Make or Break to Success of Multi-Channel Contact Centres

Training - Make or Break to Success of Multi-Channel Contact Centres
Published: 24th April 2019

Introducing a multi-channel call centre platform is a major undertaking and the speed and effectiveness of how quickly the agent can learn how to use it, is a key success factor. This paper highlights the attributes the platform requires to support both the agent training needs through the various stages of their career with the contact centre and the company objectives for continuous improvement.

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Achieving PCI DSS Compliance Without Compromising the Customer Experience

Achieving PCI DSS Compliance Without Compromising the Customer Experience
Published: 24th April 2019

ContactOne’s white paper is focussed on contact centre call recording and how you combine it with Sensitive Authorisation Data and be compliant. With many technical and descoped solutions operating at an ‘arms-length’ from agents, we explore how an emerging paradox can be overcome, that of providing a good customer experience for the agent to take card payments without exposing them to the actual card data itself.

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Don’t You Know Who I am?

The Value of Transparency in Multi-Media Contact Centres
Published: 11th February 2019

The Value of Transparency in Multi-Media Contact Centres. Nearly every contact centre would like a first-time caller resolution, be it for a purchase or a customer complaint. It’s good for customer satisfaction and their experience in dealing with you. Best of all it optimises the call handling time for the business.

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