Tom Paton, Author at contactSPACE

7 Call Centre Technology Trends You Need To Know (2021)

on 17-Mar-2021 19:25:41

Contact centre technology never stops evolving. In the past decade in particular, the rate of technological change has accelerated – especially as call centres begin to take advantage of artificial…

Woman making a credit card payment over the phone.

Call Centre PCI Compliance: Explained | How To Get Compliant

Tom Paton

on 24-Jan-2021 21:49:14

As a contact centre manager, you’re probably well aware of the importance of being PCI compliant. PCI compliance is no longer a nice to have – it’s a basic requirement…

10 Tips To Improve Outbound Sales Performance (B2B & B2C)

Tom Paton

on 09-Nov-2020 00:06:06

To make your offer stand out from the crowd, you need to go above and beyond the status quo with your selling efforts. COVID-19 has made the sales environment more…

Call Centre Forecasting: Explained | How To Predict Staff Needs

Tom Paton

on 14-Sep-2020 00:45:57

Forecasting is one of the most important parts of your job as a call centre manager. However, it’s also one of the most difficult things to get right. Often, there…

How To Solve 5 Common Inbound Call Centre Issues

Tom Paton

on 27-Jul-2020 19:28:18

The truth is, despite the rising popularity of social media support and online ticketing platforms, customers still like to pick up the phone to reach your customer service team. (more…)

How To Ask For Donations By Phone: 7 Tips To Improve Wording

Tom Paton

on 21-May-2020 08:57:18

For fundraising professionals, writing a donation ask script can be one of the hardest parts of the job. If you get the wording right, you’ll achieve great results, and smash…

University Fundraising Strategy – 11 Best Practice Examples

Tom Paton

on 10-Mar-2020 06:27:19

If you lead an alumni engagement team for a college or university, one of your main responsibilities is probably raising money to help support the institution. (more…)

How To Manage Call Centre Acoustics | Reduce Background Noise

Tom Paton

on 24-Jan-2020 10:16:45

Are your agents struggling to overcome background noise in your call centre? (more…)

3 Best Fundraising Scripts (Examples For Cold Calls)

Tom Paton

on 02-Dec-2019 07:03:47

Currently building a script for your telephone fundraising campaign? No matter whether you’re raising money for a charity, a community organisation, or a college/university, having the right messaging is absolutely…

Call Centre Dashboards | Best Practice For Real-Time Analytics

Tom Paton

on 25-Oct-2019 03:40:58

By this point in your contact centre career, you probably know what dashboards are, and how to use them. In fact, you probably spend a good portion of your day…

Blog

7 Call Centre Technology Trends You Need To Know (2021)

Call Centre PCI Compliance: Explained | How To Get Compliant

10 Tips To Improve Outbound Sales Performance (B2B & B2C)

Call Centre Forecasting: Explained | How To Predict Staff Needs

How To Solve 5 Common Inbound Call Centre Issues

How To Ask For Donations By Phone: 7 Tips To Improve Wording

University Fundraising Strategy – 11 Best Practice Examples

How To Manage Call Centre Acoustics | Reduce Background Noise

3 Best Fundraising Scripts (Examples For Cold Calls)

Call Centre Dashboards | Best Practice For Real-Time Analytics

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