Asking the right probing questions is key to getting the right answers. So, let’s take a look at some  effective questioning techniques.

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Research reveals that cloud deployment of software and services in some form is now a must for contact centres everywhere. This white paper looks at how the cloud can help businesses differentiate themselves from their competitors and better serve their […]

This paper explores the adoption of AI in customer service to date and also where it offers the most benefits. It provides practical guidance for customer service leaders to understand how to best progress your AI projects.

The implications of the Markets in Financial Instruments Directive (MiFID II) should not be underestimated. Its breadth and depth will impact nearly every facet of financial services, but how will it affect your customers and their overall experience?

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