Latest Posts

• Video: 2 tips for successful contact reduction projects

  Watch the video (LinkedIn)

• Video: getting the Contact Center on board in contact reduction project

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• Contact reduction and BHAG

  Contact Reduction projects require buy-in for investigation and action. There should be buy-in at the kick-off meeting, but also when: The KPIs of 1 department…

• Shifting to a digital channel isn’t contact reduction

  Contact channels often shift from e-mail and phone to chats, messaging, and social media. “We received 25,000 fewer inbound calls thanks to the launch of…