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Guest Blogs

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

Teamwork and leadership concept. People who help their peers.

How to Be an Empowering Team Leader

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Gamification: 7 Simple Tips to Boost Agent Engagement

Call Centre Agents shrugging their shoulders.

Clean a Toilet or Contact Customer Service? Tough Call…

Robot Balancing Stacked Coins With Finger On Wooden Seesaw Against Blue Background

How to Manage AI Costs in the Contact Centre

Wooden blocks with symbol of customer loyalty concept on blue background

How Proactive Outbound Engagement Inspires Retail Customer Loyalty

Person using a laptop computer with a notebook and a calculator

Five Ways to Connect with Employees in the World of Remote and Hybrid Work

A picture of a yellow happy face amongst grey not so happy faces

How to Measure First Call Resolution

An illustration of silhouettes in speech bubbles being connected

Building Customer Rapport Through Meaningful Conversations

Personality concept with heads with icons on cubes

What Is the Right Personality for WFH Team Members?

Essential concept with keystone holding structure in place

The Essential Roles of WFM in Call Centres

Unhappy customer with sad emotion face on laptop.

7 Examples of Bad Customer Service and How to Fix Them

Transform and success concept with a crumpled paper transforming into a boat then a swan and a flying bird.

How to Transform the Colleague Experience

Person in background selecting happy from 3D customer satisfaction ratings in foreground

Use Empathy to Improve Customer Satisfaction Scores

A picture of a colourful AI design

How Retail Brands Are Using Artificial Intelligence

A picture of a stressed agent

Supporting Agent Wellbeing in a Hybrid Working World

A photo of a remote call centre agent

7 Tips to Keep Your Remote Agents Happy and Motivated

Do Your People Have the Right Skills?

Understanding AI, ML & More in Contact Centres

Many stars on black paper background with focus on a golden one surrounded by a circle.

The Modern Approach to Quality Management

Hand depositing clock in piggy bank

Customer Lifetime Value for Call Centres

A picture of a laptop and part of a book with knowledge icons

A hand showing five

5 Focus Points to Optimize Omnichannel CX

Group of people

How to Reduce Your Absence and Attrition Rates by 5% in 12 Months

Workforce Management Concept

Workforce Management and the Customer Journey