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Articles by Guest Author

A selection of articles from contact centre industry experts

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What Is CSAT? Definition, How to Measure CSAT, and Tips From Experts

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Agent Scheduling Flexibility to Create a Win–Win Situation

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Everything You Need to Know About the Voice Channel in a Contact Centre

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5 Tips for Deepening Customer Empathy

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Q&A With Product Designers About the Value of Listening to Customers

3 Ways to Prevent AI From Becoming Creepy

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7 Safe Ways to Reduce Wait Times and Abandoned Calls

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Conversational AI: Your Best Agent

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Social Robots and the Uncanny Valley

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What Is Data Mining?

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27 Questions to Ask Before Buying Call Centre QA Software

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3 Misconceptions about AI Interactions

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The 5 Biggest Unified Communications Trends of 2019 So Far

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10 Great Employee Engagement Activities

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Customer Churn Prediction and Prevention

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5 Best Practices for Effective Media Monitoring

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Using Call Centre Evaluation to Make a Measurable Difference

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Digital Transformation: Why Your Business Needs to Embrace the Cloud

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The Anatomy of a Really Good Customer Service Call

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5 Customer Experience Metrics You Need to Track

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Improve Customer Experience With Emotional Intelligence

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How Outbound Call Centres Achieve Win:Win

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What Is After-Call Work (ACW) or Post-Call Processing?

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The Top 15 Call Centre Quality Assurance Best Practices