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Ken Reid

Ken Reid, Consultant and Director, Optium

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Recent Articles Most Viewed Articles
99 Ways to Change Your Contact Centre

99 Ways to Change Your Contact Centre

43 Things You Should NOT Do With Your IVR Messages

43 Things You Should NOT Do With Your IVR Messages

20 Contact Centre Objectives

20 Contact Centre Objectives

Types of Outbound Dialer

Types of Outbound Dialer

The Do’s and Don’ts of Call Scripting

The Do’s and Don’ts of Call Scripting

Ofcom Regulations

Ofcom Regulations

The Top 10 most respected Call Centre People – 2009

The Top 10 most respected Call Centre People – 2009

What Is the Best Way to Measure First Contact Resolution?

What Is the Best Way to Measure First Contact Resolution?

How to Deal with Long Queues in the Contact Centre

How to Deal with Long Queues in the Contact Centre

Scripting in outbound calls

Scripting in outbound calls

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Research: The Future of AI-Powered Experiences

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

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports