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Guest Blogs

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

Who Owns the Customer Experience in Your Organisation?

Four Things Successful Sales Teams Have in Common with Top Sports Teams

Why Chatbots Won’t Necessarily Replace Humans

Five Ways to Deal Effectively With Staff Sickness in a Call Centre

Best Practices to Improve Customer Experience in a Call Centre

5 Types of SMS Conversations for Business

Creating a Culture of Employee Engagement

Pause and Resume Is Dead

8 Things to Consider When Using Gamification in the Contact Centre

How to Create a Successful WFM Strategy in Your Contact Centre

Introducing DTMF – ‘Card Payment by Phone’ Technology

Chatbots and Artificial Intelligence: What’s the Difference?

Call Centre Planning for Success

3 Trends That You Can Expect to See From Intelligent Virtual Assistants

5 Things You Need to Do if You Want a Career Change in 2018

Measuring Success – Are We Looking at the Right Metrics?

8 Steps to Improve Call Centre Engagement

The One Question That You Should Ask Your Customers (and Staff!)

Customer Experience Assurance Metrics: What Are You Measuring?

Correlating Quality Assurance and NPS to Drive Shareholder Value

Understanding the Customer Journey Through Your Contact Centre

How to Be a Better Service Quality Manager

4 Reasons Why Voice Is the Future of Customer Experience

What If Robots and Humans Could Work Together?