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Guest Blogs

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

Don’t Be Fooled: Digital Will Never Replace Physical!

Why Scorecards Are a Quality Assurance Manager’s Secret Sauce

Five FAQs About Cloud Contact Centres

What Call Centre Advisors Wish That Managers Knew About Monitoring

Are Your Call Centre Agents Going the Extra Mile?

Give Your Employees the Freedom to Perform on Every Call

Five Ways to Improve your Customer Feedback Survey Response Rates

What the Solar Eclipse and the Customer Experience Have in Common

10 Trends Changing Customer Expectations

What Is Omnichannel Customer Engagement?

How You Can Reduce Call Handling Times Without Compromising on Service

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