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Articles by Guest Author

A selection of articles from contact centre industry experts

A robot facing a man over a desk

Should Bots in Customer Service Mimic Humans?

A robot hovers over a phone held out in the palm

What Role Will Chatbots Play in 2020?

A blue periscope looks over the blue horizon

Calabrio Named as a Visionary in the Gartner Magic Quadrant

A wooden chess queen piece is reflected by a mirror

How Agent Self-Assessment Improves Customer Engagement

Neural networks and artificial intelligence.

Implementing Artificial Intelligence Through the Cloud

Four balloons in a row, with a yellow one raised off the ground

3 Ways to Improve Your Call Centre Monitoring Practices

An unhappy face on a building block is held by a hand

How to Improve Emotive CX After a Negative Scorecard

Group of business people and software developers working as a team

13 Things Every Contact Centre Advisor Needs to Know

A pop art style woman holds her hands out with a massive stop sign

It’s Time to Stop Paying Lip-Service to the Voice of the Customer

Four small people stand on a phone which has 4 stars and one being held

7 Tips for Great Social Customer Service in the Cloud

Service level agreement in large letters with a lady using technology next to it

How to Set Up a Service Level Agreement (SLA) for Your Contact Centre

A circuit board that forms the shape of a tree

Artificial Intelligence Is More Than Just Chatbots

An illustration of a broken phone walking toward an alarmed lady

Does Average Handle Time (AHT) Really Matter?

People holding up letters spelling expectations

10 Trends Changing Customer Expectations

A chalk drawing of a person helping another up the stairs

2 Key Service Advancements That Your Customers Crave For

A collection of animated smiley faces

How to Improve the Emotive Customer Experience Using Scorecard Data

Business people making team training exercise during team building seminar,

Building Trust With a Virtual Assistant Voice – What’s Next?

How to Support Your Contact Centre Managers to Improve Performance

A happy customer service team look at the camera, sat around a table

9 Fun Customer Service Training Exercises

An animated hand checks off boxes on a UC checklist

The Complete Unified Communications Checklist

the letter 7 surrounded by confetti

7 Live Chat and Co-Browsing Tips

Stressed Young Businesswoman Sitting At Desk In Office

Why You Shouldn’t Look For Contact Centre Spreadsheet Templates

A teddy bear sits in a little wheelchair, with a leg in a bandage and plasters on its head

How To Deal With Vulnerable Customers

3 Essential Management Routines for a Contact Centre Manager

LinkedIn join conversation box

Editor's Pick

Thumbnail The Worst Examples of Saying “Sorry” to Customers

The Worst Examples of Saying “Sorry” to Customers

Thumbnail 15 Award-Winning Ideas from Teleperformance Contact Centre

15 Award-Winning Ideas from Teleperformance Contact Centre

Thumbnail Top Tips for Digital Channels – Forecasting and Scheduling

Top Tips for Digital Channels – Forecasting and Scheduling

Thumbnail What Will Agent Roles Look Like in 2035?

What Will Agent Roles Look Like in 2035?

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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