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Guest Blogs

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

Bendy roads with one straight path across it all

First Contact Resolution: What It Is and How to Improve It

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Revolutionising Retail CX – Proven Strategies for Exceptional Service

On-premise vs cloud comparison

On-Premise vs. Cloud Computing: Which Is Best?

Low Code Concept

10 Benefits of Low-Code Application Development in Contact Centres

Workforce Management Concept

Managing a Distributed Workforce Management Team

Personalising the Customer Experience: Leading B2B Companies Share Their Secrets

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The 7 Quality Tools in BPO

Insurance technology concept

4 Tactical Tech ‘Wins’ Now Within Reach for UK Insurers

CX Trends Concept

CX Tech Trends Contact Centre Leaders Just Can’t Ignore

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Say Goodbye to Bad IT Helpdesk Experiences

What Can You Do to Become Your Customers’ Champion?

Wooden blocks with PR symbols

An Outsourcer’s Guide to Developing a PR Strategy

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Phone Greetings for Your Call Centre

A photo of people playing with wooden figurines

How to Manage Shrinkage

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12 High-Impact Decisions You Can Make Using Dashboards & Reporting

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How to Maximize the Value of Your Customer Satisfaction Survey Process

Customer Service Messaging

The Advantages of Adopting Messaging for Customer Service

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32 Customer Service Survey Questions to Understand CSAT

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Business Leaders Say Investments in AI for CX Have Paid Off

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6 New Year’s Goals for Contact Centres

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IVR Payments and Your Business

A picture of a maze of arrows

Top Challenges Faced by the Telecoms Industry in 2020

A woman fist pumps with joy

The Most Important Call Centre KPIs to Track for Customer Success

Overloaded agent desktop

Agent Desktop Strategy Is Critical to CX Success