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Guest Blogs

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

Career Growth to success concept

How to Create Meaningful Opportunities for Agents

KPI Metrics dashboard

A Complete Guide to Call Centre Reporting Metrics

AI Powered Contact Centre

Why an AI-Powered Contact Centre Will Never Replace Human Agents

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Why BPOs Are Dying and 3 Ways to Save Them

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27 Questions to Ask Before Buying Call Centre QA Software

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VoIP Phone Systems: The Good, the Bad and the Ugly

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Four Strategies to Transform Retail Customer Service

AI Prompt Concept

Crafting Clarity: The Science of AI Prompt Designing

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Top 9 KPIs to Measure Call Centre Productivity

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Customer Experience Research 101

Tuna Tataki - a Japanese dish which consist of briefly seared tuna steak in thin slices.

How To Approach Cloud Migration Like a Master Chef

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How to Address Call Centre Shrinkage

Getting Real-Time Management or Intraday Right in Your Contact Centre

Brain and NLP, programming, natural language process

How Leaders Can Get Over Their Fear of NLP

Analysis report

Which CX Analytics Should a Contact Centre Measure?

Colored billiard balls arranged in numerical order - metrics concept

Mastering Contact Centre Metrics: A Guide for Success

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What Is Average Handle Time (AHT) in Contact Centres?

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The CX Issues Putting Pressure on Decision-Makers and How to Fix Them

Avoiding pitfalls in path

3 Call Centre Compliance Pitfalls and How to Avoid Them

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The Top 4 Contact Centre Trends to Boost Performance and CX

A picture of a poster with the words Make a good first impression

Great First Impressions May Start With AI

3 Reasons Why Benchmarking Customer Satisfaction Is Pointless

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5 Video Conferencing Trends for 2021

A picture of a robot technology

Artificial Intelligence Explained From A to I