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Ken Reid

Ken Reid, Consultant and Director, Optium

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Time to develop a communications plan

Time to develop a communications plan

6 Steps to Refresh Your IVR System

6 Steps to Refresh Your IVR System

Survey shows contact centres slowed down by wrong technology

Survey shows contact centres slowed down by wrong…

8 Advantages of Integrating Contact Centre Software With Your CRM

8 Advantages of Integrating Contact Centre Software With…

Can blending tasks in the call centre improve productivity?

Can blending tasks in the call centre improve…

Contact Centre Experts 2014 – Who Have We Missed?

Contact Centre Experts 2014 – Who Have We Missed?

7 Safe Ways to Reduce Wait Times and Abandoned Calls

7 Safe Ways to Reduce Wait Times and Abandoned Calls

Rostrvm sponsors Contact Centre Awards

Rostrvm sponsors Contact Centre Awards

Is the phone still the most cost-effective channel?

Is the phone still the most cost-effective channel?

Rostrvm Solutions strengthens its management team

Rostrvm Solutions strengthens its management team

How to Comply With Ofcom’s Updated Guidelines and Succeed

How to Comply With Ofcom’s Updated Guidelines and Succeed

Inbound Contact – How to Avoid the ‘Halloween Horrors’

Inbound Contact – How to Avoid the ‘Halloween Horrors’

128 changes to Rostrvm software

128 changes to Rostrvm software

2 Weeks Left for Ofcom Consultation Period

2 Weeks Left for Ofcom Consultation Period

Regulators Clamp Down on Nuisance Calls

Regulators Clamp Down on Nuisance Calls

Celebrating 10 Years of Contact – Rostrvm Solutions and Call Centre Helper

Celebrating 10 Years of Contact – Rostrvm Solutions and…

Rostrvm Sponsors Outbound and Call Blending Guide

Rostrvm Sponsors Outbound and Call Blending Guide

Opinion Piece: CRM has evolved

Opinion Piece: CRM has evolved

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

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