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Technology

A popular selection of articles looking at the best Call Centre Technology

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What Are the Best Security Questions for Call Centres?

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Data Protection Act, GDPR, FCA Consumer Duty, and Call Recording Laws in the UK

Call Centre Reporting Concept

A Guide to Call Centre Reports – with Examples

Conversational AI Events and Conferences

Top Conversational AI Conferences and Events for 2024 / 2025

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Evolution of CCaaS – What’s Next?

Leading CRM Providers to Consider in 2024

Leading CRM Providers to Consider in 2024

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Is ChatGPT Really Suitable for Contact Centres Right Now?

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Is AI Really a Game-Changer in Knowledge Management?

Ofcom Regulations

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How to Forecast and Plan for Live Chat

Call Recording Guidelines

A collection of educational materials

An Introduction to Call Centre Knowledge Base Software

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How to Prioritize Urgent Queries

2023 Magic Quadrant for Contact Centre as a Service ( CCaaS)

Gartner Magic Quadrant for CCaaS 2023

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The Essential Guide to WFM – Key Features to Look For

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15 Golden Rules of Webchat

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Customer Data Analysis – How to Analyse Data in 7 Steps

A picture of the computer as book knowledge base concept

What Is a Knowledge Base? – With a Definition, Uses and Mistakes to Avoid

A beginner’s guide to the Ofcom regulations

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Understanding Queue Positions

10 Things They Won’t Tell You About Live Chat

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Need to Reduce Call Transfers? Try These Approaches

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How to Write the Best IVR Messages – With Examples

CCaaS Pulse check

CCaaS Pulse Check – What’s Now Possible?