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Guest Blogs

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

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The Cost of Poor CX and How to Turn It Around

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How to Manage AI Costs in the Contact Centre

KPI Concept

10 Important Call Centre KPIs to Monitor

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Best Practice for Effective Call Summarization

Customer Service Skills Concept

Essential Skills Every Contact Centre Agent Should Master

A contact centre worker on the phone to a customer

Turning Obstacles to Opportunities: Revolutionizing UK Utility Customer Care

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To Build, Bolt On, or Buy? Critical Choices in Banking CX

Cloud technology

How the Cloud is Transforming Organisations the World Over

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Revolutionising Retail CX – Proven Strategies for Exceptional Service

Call Centre Coaching and Training

12 Call Centre Coaching Challenges and Solutions

Customer satisfaction csat rating

5 Strategies for Improving CSAT in Contact Centres

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AI Is Transforming Instant Messaging in Customer Service

Customer Retention Concept

How to Improve Your Customer Retention Rate

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

AI Concept

How Sales Agents Can Use AI to Increase Profitability

AI concept with person and robot

AI Readiness: Lessons From the CCMA Tech Summit

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Sales Contact Centres: How AI Insights Can Help You Boost Revenue

5 golden stars

5 Ways to Improve the Ecommerce Customer Experience

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WFM and AI: How AI Will Transform Workforce Planning in the Future

Big Digital Screen with AI Neural Network

How to Think About the “Proof” of Your AI Proof of Concept (POC)

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6 High-Impact Ways to Improve Your Sales Performance Using AI Insights

Workforce Management Concept

Managing a Distributed Workforce Management Team

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How AI Enhances Contact Centres to Elevate the Customer and Employee Experience

Compliance Training concept

How to Do Call Centre Compliance Training: 12 Tips