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Articles - Ken Reid

Ken Reid, Consultant and Director, Optium

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20 Contact Centre Objectives

Ofcom Regulations

What Is the Best Way to Measure First Contact Resolution?

Best outbound calling times for a call centre

30 Customer Experience Trends to Watch Out For

Should answer machine detection (AMD) be turned on or off?

The Do’s and Don’ts of Call Scripting

New Year Resolution Ideas for Your Call Centre

The Hidden Gems of Outbound Dialling Technology

A photo of a graph with labels saying "cost" and "benefit"

22 Contact Centre Cost Saving Ideas

Reducing outbound calls (from a customer perspective)

The word IVR in speech bubbles

43 Things You Should NOT Do With Your IVR Messages

How to Deal with Long Queues in the Contact Centre

How to create an outbound call centre

best-info-on-wallboard-

What are the Best Ways to Use Contact Centre Wallboards?

boat on edge

How Do I… Overcome the Friday Slump?

Scripting in outbound calls

An Introduction to… Using Outbound Text Messages for Customer Service

16 Things Your Contact Centre Might Be Getting Wrong

How Do I… Integrate my Back Office into the Contact Centre?

How Do I… Achieve Consistency Across Different Channels?

Dialler regulations

A photo of someone holding binoculars infront of their face

What to Look for When Buying an ACD System

Types of Outbound Dialer

	
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