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Guest Blogs

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

The strings of a puppet are being controlled by the mind of a woman

Customers Are in Control of the Channel Shift

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How Do Quality Scorecards Improve Performance?

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The Fact and Fiction of Chatbots: Expectation vs. Reality

A small robot toy holds the number 6

6 Questions About AI in the Contact Centre

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5 Golden Rules For Delivering Great Customer Experiences

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Differentiation in the Quality of Customer Relationships

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Give Your Customers What They Want

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New Guidance Rings the Changes for Secure Telephone Payments

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4 Reasons Customer Experience Is Essential to Your Company’s Success

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How Data Can Improve Employee Energy and Performance

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9 Short-Term Predictions for Ambitious Contact Centres

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18 Call Centre Metrics You Need to Be Tracking

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Winning the Customer Experience Iron Throne

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5 Ways Companies Build Iconic Brands

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How Both Customer Support and Success Impact the Customer Experience

Hole Breaking Through Wide Brick Wall

5 Barriers to Overcome for Analytics Success

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Does a Local Number Make a Difference for Inside Sales? The Numbers Say Yes

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What Is Sentiment Analysis?

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Two Situations That Customers Hate Over the Phone – and How to Fix Them

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Are IVR Systems Dead and What Are Your Other Options?

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5 Things That Will Improve Your Contact Centre Performance

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Happy Agent, Loyal Customer

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The Shift: From Customer Service to Customer Experience

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Empower Your Company to Deliver Exceptional Customer Service