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About Us
Guest Blogs
Highlights of our guest posts from our collection of contact centre industry experts.
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Team Contests and Motivational Games for Call Centres
How Can a Learning Management System Boost Business?
The Customer Service Gap
Are Your Customer Management Outsourcing Arrangements in Safe Hands?
3 Ways to Get Your Customers to Love Your Contact Centre
What’s the Right Thing to Do When the Customer’s Wrong?
Using Interaction Analytics to Handle Abusive Customers
4 Ways to Reduce Contact Centre Agent Attrition
What Does GDPR Really Mean for My Contact Centre Operations?
Measuring Agent Productivity – the Easy Way
Most Contact Centres Have Not Moved to the Cloud – But It Won’t Be Long
How to Respond to a Negative Review
What Is Workforce Engagement Management?
5 Must-Watch Trends for Enterprise Voice over Internet Protocol in 2018
Using Analytics with Call Centre Quality Assurance Reduces Churn
Where Is Employee Autonomy Heading, and Are You Coming?
Why Do Millennials Choose Chat Over Traditional Customer Service?
How Can Contact Centres Make More Time for Multiskilling Agents?
Will Artificial Intelligence Herald the Rise of the “Super-Agent”?
3 Strategies for Developing Call Centre QA Guidelines
Customer Loyalty Isn’t What You Think It Is!
Why Customer Journey Mapping Is Critical for Business Growth
Four Innovative Workforce Management Functionalities
5 Service Expectations That Brands Aren’t Meeting
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New Ways to Boost First Contact Resolution (FCR)
Tried and Tested Techniques to Make Customers Feel Special
Are Your KPIs in Desperate Need of a Refresh?
Stop Your Agents Covering Up Their Mistakes
