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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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How to Use WFM to Increase Your Employee Net Promoter Score
Is Customer Service to Blame for the Demise of Industries?
The Danger of Not Having a Comprehensive Customer Survey Programme
How to Drive More Sales by Improving Quality Assurance
The Use and Impact of Social Media in the Contact Centre
Why Do You Even Want to Send a Customer Satisfaction Survey?
Delivering an Exceptional Customer Experience – A Three Point Plan
CRM Integration – Why Should It Be a Key Priority?
3 Important Differences Between Chatbots and Intelligent Virtual Assistants
Staying Human in a Technology-Focused Environment
5 Ways to Stay Ahead of Your Competition With Speech Analytics
7 Ways Spreadsheets Are Hurting Your Quality Assessment
8 Artificial Intelligence Statistics for Customer Service
Communicate, Care and Keep on Counting Your Customers
What Behaviours Do Customer Experience Professionals Display?
The Challenges of Outsourcing Your Customer Service Department
How to Get Company Culture Right in a Multi-Generational Workforce
Putting Customers First in the New Digital World
How to Shift to an Outcomes-Based Customer Engagement Programme
3 Promising Contact Centre Technologies
Soft Skills as a Predictor of Call Centre Agent Performance
What Customer Experience Teams Can Learn From the World Cup
Four Reasons Why Smart Contact Centres Are Moving to the Cloud
Is Assumption Breaking Customer Service?
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Contact Centre Reports, Surveys and White Papers
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Editor's Pick
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?
