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Articles by Guest Author

A selection of articles from contact centre industry experts

Customer Happiness and the Problem of Choice

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Eliminating Overtime Requires a Greater Drive in Workplace Efficiency

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Avoid These Planning Mistakes to Stabilise Service Levels at Busy Times

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Reasons Why You Should Find the Root Causes of Complaints

What Makes a Good Agent Experience?

Mapping Messaging Apps, a New Customer Experience Frontier?

Self-Service Is Popular, but Humans Remain Essential

What Is an Acceptable Call Centre Waiting Time?

Top Mistakes Businesses Make with AI in the Contact Centre

People Need Close Attention During Technology Changes

Making Sense of CX Alphabet Soup: NPS, CSAT, CES

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Should You Let Agents Self-Score?

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So What Does Best Practice Look Like in a Post-Peak-Voice World?

7 Contact Centre Agent Training Nightmares

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Your Chatbot Still Needs the Human Touch

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Redefining Customer Experience in the Digital Age

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The Top Challenges Call Centre QA Teams Face (and How to Solve Them)

23 Contact Centre Predictions for 2019

How to Use Agent Follow-up to Increase Customer Retention

3 Revenue-Driving Benefits of Conversational Artificial Intelligence

Stop Avoidable Customer Churn With Great Agent Behaviour

How Quality Assurance Impacts Call Centre KPIs

When Will Blockchain Technology Enter the Contact Centre?

How the Digital Revolution Is Impacting the Contact Centre Industry