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Guest Blogs

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

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?

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?