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Technology
A popular selection of articles looking at the best Call Centre Technology
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A Guide to Call Centre Reporting – with Examples
Data Protection Act, GDPR, Consumer Duty, and Call Recording Laws in the UK
Need to Reduce Call Transfers? Try These Approaches
Top 10 Use Cases for Speech Analytics
What are the Best Security Questions for Call Centres?
Gartner Magic Quadrant for CCaaS 2023
Call Recording Guidelines
Retrieval Of Call Recordings
How to Forecast and Plan for Live Chat
14 Practical Techniques to Improve Knowledge Management
Customer Data Analysis – How to Analyse Data in 7 Steps
Want to Thrive in the Age of AI? Sabio Disrupt Reveals the Secrets to Success
Top Conversational AI Conferences and Events for 2024
Ofcom Regulations
An Introduction to… Quality Management Technology
Workforce Management vs Workforce Optimization – What’s the Difference?
How Will GDPR Affect the Call Centre Industry?
Have You Seen the Gartner 2023 Magic Quadrant for SFA?
Answer Machine Detection
How to Write the Best IVR Messages – With Examples
Top Tips for Monitoring the Quality of Emails
10 Tips to Elevate Real-Time Adherence
What Is a Knowledge Base? – With a Definition, Uses and Mistakes to Avoid
20 Predictions for the Contact Centre of the Future
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Contact Centre Reports, Surveys and White Papers
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Editor's Pick
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
21 Tips to Make Your Customers Feel Truly Valued
Latest Resources
2024 Contact Centre Buyer’s Guide
eBook: 5 Ways Conversational AI Can Support Contact Centre Automation
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Latest Insights
Ofcom Latest: What Contact Centre Leaders Need to Know
Delivering Exceptional Experiences in the Real World
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?