About David Preece

Customer Success Manager

QStory redefines what ‘easy’ really looks like for Intraday Management

By |March 13th, 2019|Blog, Contact Centres, Intraday Management, WEM|

Easy? I can tell you all about easy... I’ve just been flicking through the UK Contact Centre Decision Makers Guide 2018-19.  As you’d expect, for someone in my current industry and with my background in Contact Centre Planning, this was full of really interesting facts, trends and research, covering topics like Maximising Efficiency and Optimisation, [...]

4 Ways To Minimise Impact of Big Sporting Events In Your Contact Centre

By |January 23rd, 2018|Blog|

Every year we have a really big year for sport.  2018 saw the Winter Olympics in South Korea and the 21st FIFA World Cup in Russia.  2019 is the Rugby World Cup and the Olympics in 2020 both in Japan.  And the final of the UEFA Euro 2020 at Wembley. Maybe none of these will [...]

What’s Impacting Agents’ Lives? Shaving Schedules

By |September 12th, 2017|Blog|

It’s time to stop shaving schedule inefficiency and impacting workers’ lives - leave the changes to Intraday Automation A watchword in Contact Centre planning is ‘efficiency’.  Over the past 20 years or so, the industry has been busy trying to find ways to improve efficiency in a number of different areas - for the agents, [...]

Closing the QA Loop with Real-Time Automation

By |July 18th, 2017|Blog|

Many of the businesses that I encounter find the most common cause of calls with no resolution is due to poor agent skills. First Call Resolution is consistently shown to have the biggest correlation with Customer Satisfaction scores and NPS leaving many operations increasingly frustrated by their broken QA loop. But it doesn’t have to [...]

Eliminate Contact Centre Silos with Instant Insight

By |May 30th, 2017|Blog|

An issue which dogs many planning and operational teams today is the inability to see a holistic view of the business they work in and the experience of the customers. Despite a lot of work and investment businesses are often unable to break down the walls between certain functions, and break people out of the [...]

4 Ways To Reduce Contact Centre Agent Attrition

By |April 13th, 2017|Blog|

In the contact centre industry, a lot is made of the importance of technology.  ACD’s, Speech Analytics tools, CRM, WFM and Real-Time Automation solutions all figure heavily in everyone’s thinking when people are looking for the best solution for their contact centre.  But, in my opinion, there remains another key factor that can make the [...]

Redefining Real-Time Management

By |March 14th, 2017|Blog|

Recently, I’ve been delving through the internet looking for what the contact centre industry actually understands by ‘real-time management’. This one from Contact Centre World, is fairly representative of what I found; "Using queue levels to judge staff numbers and manipulate scheduling. This technique can be utilised to maximise profitability and efficiency of the organisation." [...]

4 Cities’ Workshops: My take on the The Forum Challenge Workshops 2017

By |March 3rd, 2017|Blog, News|

Over the past few weeks, I’ve been ‘on tour’ around the UK, attending all four of The Forum’s Regional Challenge Workshops. As the UK’s go-to community for best practice and professional development in customer contact it has given me an opportunity to hear first-hand the challenges that Planning teams around the UK are facing. I’ve [...]

Multi-Skilling In Call Centres – How Automating Real Time Makes It A More Achievable Proposition

By |February 7th, 2017|Blog|

Multichannel contact, or Omnichannel as it is sometimes known, is a great way to do business and has been at the heart of developments in the contact centre industry over the past few years. Customers can pick and choose the way that they want to contact you, dependant on their personal preference – younger people [...]

Is Agent Coaching The Pathway To Call Centre Customer Happiness?

By |January 24th, 2017|Blog|

I’ve read the top 3 wishes that customers have are;  That their problems are understood and resolved quickly and easily That they have personal interaction with a human agent That the agent they contact has the skills required to resolve their issue No-one should be overly surprised to find problem resolution at the very top [...]

How To Get Through Your Call Centre Agent Training Programmes

By |December 8th, 2016|Blog|

Do you have the good intentions of getting through your agents’ annual training programmes, but never seem to get there?  By December you know you’re just not going to make it. Every long-term strategic plan, mid-term staffing projection and short-term staffing view has a provision for training built into it. Whether this is to create [...]