Voice Biometrics - The Contact Centre's Security Solution
Suggests why Voice Biometrics should be on every Contact Centre Manager's shopping list.
PDF File - 165KB.
Published in Convergence and Collaboration Strategy - 5th May 2010.

Implementing Self-Service Technologies
Discusses various considerations when implementing self-service technologies in your business.
PDF File - 42KB.
Published in Telcall Magazine - July/August 2006.

Handouts - Professional Development Forum entitled 'Staff Attrition'
Suggests reasons for high staff attrition and possible ways to reduce staff attrition.
PDF File - 122KB.
Presented as a Professional Development Forum for the Customer Contact Managers Association in August 2004.

Is Your Call Centre Ready To Become A Contact Centre?
Explores the staff and customer aspects of becoming a multi-media contact centre.
PDF File - 97KB.
Published in the Telcall and CRM Magazine Annual Sourcebook dated July 2004.

Checked Your Pulse Lately?
The importance of health checks for your contact centre.
PDF File - 79KB.
Published in the Contact Centre Action newsletter dated July 2004.