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Guest Blogs
Highlights of our guest posts from our collection of contact centre industry experts.
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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?
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
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Turn a Bad Team Leader Into a Good Team Leader
Which Soft Skills Do CX Leaders Really Need?
7 Ways You’re Punishing Your Best Agents Right Now
What’s Really Ruining Empathy in Customer Service?
