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Guest Blogs

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

5 Must-Watch Trends for Enterprise Voice over Internet Protocol in 2018

What Is Workforce Engagement Management?

How to Respond to a Negative Review

Most Contact Centres Have Not Moved to the Cloud – But It Won’t Be Long

Measuring Agent Productivity – the Easy Way

Do You Have the Right Service Level Goal in Your Contact Centre?

What Does GDPR Really Mean for My Contact Centre Operations?

4 Ways to Reduce Contact Centre Agent Attrition

Why Your Call Centre Can’t Hire a Real-Time Manager for £16k

Using Interaction Analytics to Handle Abusive Customers

The Intraday Story – Four Reasons to Think Again About Real-Time

What’s the Right Thing to Do When the Customer’s Wrong?

Are Your Customer Management Outsourcing Arrangements in Safe Hands?

How to Build a Call Centre Quality Assurance Scorecard

The Customer Service Gap

How to Deliver More Memorable and Effective Training

How Can a Learning Management System Boost Business?

What If Robots and Humans Could Work Together?

Team Contests and Motivational Games for Call Centres

13 Personality Traits of the Perfect Employee

4 Reasons Why Voice Is the Future of Customer Experience

Understanding the Customer Journey Through Your Contact Centre

How to Be a Better Service Quality Manager

Correlating Quality Assurance and NPS to Drive Shareholder Value