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Guest Blogs

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

Four Innovative Workforce Management Functionalities

How to Match Gaps in Agent Training With Learning Opportunities

Why Customer Journey Mapping Is Critical for Business Growth

Customer Loyalty Isn’t What You Think It Is!

3 Strategies for Developing Call Centre QA Guidelines

Will Artificial Intelligence Herald the Rise of the “Super-Agent”?

How Can Contact Centres Make More Time for Multiskilling Agents?

Why Do Millennials Choose Chat Over Traditional Customer Service?

Where Is Employee Autonomy Heading, and Are You Coming?

3 Reasons Why Benchmarking Customer Satisfaction Is Pointless

Using Analytics with Call Centre Quality Assurance Reduces Churn

Do Your People Have the Right Skills?

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?