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Guest Blogs

Highlights of our guest posts from our collection of contact centre industry experts.

A robot hovers over a phone held out in the palm

What Role Will Chatbots Play in 2020?

Abandoned dog on the road

5 Ways to Reduce Cart Abandonment

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4 Tips for Using Gamification to Improve Agent Performance

A woman looks puzzled, with question marks hovering over her head

Who Planned to Be a Planner?

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Measuring Customer Satisfaction and Why It’s So Important

A small white robot says hi

Conversational AI: Customer Engagement in the Age of Messaging

A wooden chess queen piece is reflected by a mirror

How Agent Self-Assessment Improves Customer Engagement

Neural networks and artificial intelligence.

Implementing Artificial Intelligence Through the Cloud

A hand held out has a network hovering above it

Cognitive Technology and the Future of AI Self-Service

Compliance on a clipboard surrounded by little cartoon business men

Why Better Documentation Can Help Improve Financial Compliance

Wedding rings, bouqet and hands holding

Unify the Back and Front Offices to Improve the Customer Experience

Four balloons in a row, with a yellow one raised off the ground

3 Ways to Improve Your Call Centre Monitoring Practices

An unhappy face on a building block is held by a hand

How to Improve Emotive CX After a Negative Scorecard

colorful arrows pointing to alphabet CX at the center of chalkboard

4 Key Customer Experience Practices to Implement

A robot hand plays picks up a white chess piece

How to Get Started With a Contact Centre AI Strategy

Umbrella accessory in sky against nature background as weather concept

Protecting Your Contact Centre From the Unknown

A pop art style woman holds her hands out with a massive stop sign

It’s Time to Stop Paying Lip-Service to the Voice of the Customer

Four small people stand on a phone which has 4 stars and one being held

7 Tips for Great Social Customer Service in the Cloud

A man holds onto some golden stars

5 Tips for Aligning Customer Success and Customer Service

A circuit board that forms the shape of a tree

Artificial Intelligence Is More Than Just Chatbots

An illustration of a broken phone walking toward an alarmed lady

Does Average Handle Time (AHT) Really Matter?

An animated lecture, with graphs on the screen

How Technology Can Improve Advisor Training

People holding up letters spelling expectations

10 Trends Changing Customer Expectations

A chalk drawing of a person helping another up the stairs

2 Key Service Advancements That Your Customers Crave For