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04/12/2007 Software development: is home cooking better than a takeaway? Many call centres these days develop their own technology — but is it better than ordering out? Alan Woodwardasks whether or not a takeaway is the best idea
22/09/2007 Buying Power September 2007
22/09/2007 Predicting the future
22/09/2007 Buying Power August 2007
22/09/2007 IVR: who is it helping?
22/09/2007 Buying Power July 2007
22/09/2007 Shock absorbers
22/09/2007 Buying Power June 2007
22/09/2007 The real thing
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No sales pitch, no PR. Just honest reviews of the hottest products. This month, Darryl assesses all the dialler products on the market
Alex Blyth examines how the silent calls controversy has impacted on the contact centre industry and maps out the challenges that lie ahead
Your IVR system must be there to help the customer, rather than simply to drive down call volumes, insists Kenneth Hitchen. Try a customer-centric approach to achieve real self-service success
Can the right headset equipment really protect the wearer from hearing damage? Darryl Beckford examines the real meaning of acoustic shock and what you can do to protect your agents
Can workforce optimisation technology really turn your workers into super-agents? James West takes a warts-n-all look at five real life examples of WFO implementations