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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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Channel Shift: Remember to Put People First
Why Customer Feedback Should Be Central to Your Call Centre Strategy
The Nightmare Before (and During) a Call to a Contact Centre
Map the Customer Journey Before Rolling Out New Channels
Why Transparency Can Be Key to Good Customer Service
Digital Self-Service: Why Success Starts from the Inside Out
How the Digital Revolution Is Impacting the Contact Centre Industry
How Quality Assurance Impacts Call Centre KPIs
How to Predict Why Customers Engage
Stop Avoidable Customer Churn With Great Agent Behaviour
How to Use Agent Follow-up to Increase Customer Retention
3 Revenue-Driving Benefits of Conversational Artificial Intelligence
The Top Challenges Call Centre QA Teams Face (and How to Solve Them)
Your Chatbot Still Needs the Human Touch
Redefining Customer Experience in the Digital Age
7 Contact Centre Agent Training Nightmares
Effective Ways to Gather Customer and Advisor Feedback
So What Does Best Practice Look Like in a Post-Peak-Voice World?
Should You Let Agents Self-Score?
Making Sense of CX Alphabet Soup: NPS, CSAT, CES
People Need Close Attention During Technology Changes
The Secret to Customer Loyalty
The Emergence of Artificial Intelligence Within Customer Service
Is It Time to Talk About Artificial Intelligence Ethics?
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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?
