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Guest Blogs

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

Are We in Danger of Losing the Softer Side of Customer Service?

Should You Hire Heston or Delia to Run Your Service Improvement Project?

Developing Soft Skills in Call Centre Agents

How Disconnected Systems Are Destroying the Customer Experience

Why Getting Feedback Right Is So Important

Is Assumption Breaking Customer Service?

Four Reasons Why Smart Contact Centres Are Moving to the Cloud

Soft Skills as a Predictor of Call Centre Agent Performance

What Customer Experience Teams Can Learn From the World Cup

3 Promising Contact Centre Technologies

What Can You Do to Become Your Customers’ Champion?

An Introduction to Conversational Artificial Intelligence

How to Create Accountability Within the Contact Centre

How to Shift to an Outcomes-Based Customer Engagement Programme

Putting Customers First in the New Digital World

What Behaviours Do Customer Experience Professionals Display?

8 Artificial Intelligence Statistics for Customer Service

Communicate, Care and Keep on Counting Your Customers

7 Ways Spreadsheets Are Hurting Your Quality Assessment

How to Get Company Culture Right in a Multi-Generational Workforce

The Challenges of Outsourcing Your Customer Service Department

5 Ways to Stay Ahead of Your Competition With Speech Analytics

The Contact Centre of the Future

Staying Human in a Technology-Focused Environment