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Guest Blogs

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

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What Is Business Intelligence and Why Does It Matter?

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10 De-Escalation Techniques to Handle an Angry Caller

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7 Customer Experience Trends for Businesses in 2025

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Your Essential Call Centre Compliance Checklist

2030 Concept

Move Over 2025… Top CX Predictions for 2030!

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17 Customer Success Metrics to Track in 2025

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What Is Contact Centre as a Service (CCaaS)?

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What Is Conversational Intelligence?

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The Complete Guide on Call Centre Staffing

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What Is Customer Vulnerability?

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9 Call Centre Environment Best Practices

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5 Key 2024 Customer Service Trends to Follow

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6 Signs It’s Time to Replace Spreadsheet Schedules

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What Do Your Calls Look Like?

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Creating a People-First Hybrid Working Model

How Call Centre Quality Assurance Improves NPS and Customer Experience

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17 CX Statistics That Show It Should Be a Top Priority

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What Is An Omnichannel Customer Experience and Why Is It Important?

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What to Include on Your QA Call Monitoring Form

Capacity Planning Concept

The 2024 Guide to Contact Centre Capacity Planning

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Is Your WFM Tool Draining Your Time and Money?

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What Does NPS Mean and How Can It Improve CX?

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UC, UCaaS, CPaaS, CCaaS – What’s the Difference?

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How eLearning Solves Your Contact Centre’s Training Challenges