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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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25 Ways to Improve Your Customer Satisfaction Surveys
How Speech Analytics Can Benefit Your Voice Channel
Breaking Free From the Omnichannel Trap
Customer Service Surveys – Bringing Sanity to the Survey
Podcast: Channel Shift: How can we safely move customers from one channel to another?
6 Steps to Refresh Your IVR System
How to Create a QA Framework for Your Call Centre
Are You Missing Out on Valuable Insights From Your Voice Data?
How Digital Is Improving Customer Experience in Call Centres
5 Reasons to Introduce Unified Communications
Call Centre Resource Planning: What You Need to Know
Can Speech Analytics Deliver Effective QA?
What Are the Contact Centre Service Level Standards?
What to Consider When Forecasting for Live Chat
How to Create a Customer Experience Strategy That Actually Delivers
Conversational AI: Best Practices in Customer Service
How to Introduce a Remote Working Policy for Your Company
Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?
What Is Next for Workforce Management (WFM)?
Can You Hear What Your “Silent Majority” Is Saying?
Adding Quality Metrics to Your Data Analytics
5 Point Plan for Super-Connected Customer Experience
7 Steps to Omnichannel Success
How Generational Differences Shape Customer Engagement Strategy
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Editor's Pick
How to Practice Patience in Customer Service
The Worst Examples of Saying “Sorry” to Customers
15 Award-Winning Ideas from Teleperformance Contact Centre
Top Tips for Digital Channels – Forecasting and Scheduling
