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Guest Blogs

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

4 Steps to Creating an IVR Programme That Customers Don’t Hate

4 Things You Need to Know About the Modern Customer

Bots Represent Brand: What Does Yours Look Like?

How Unified Communications Can Change the Way We Work

What’s the Real Message About Messaging?

What Do Your Customers Want and Expect?

How to Build a Persona for Your Virtual Assistant

4 Measurements of Success in Outsourced Contact Centres

What Does Quality Monitoring Mean in a Call Centre?

Digital Banking and the Customer Experience

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