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Articles by Guest Author

A selection of articles from contact centre industry experts

What Is Proactive Call Extraction?

Customer Experience for Contact Centres – A Practical Guide

8 Technologies That Help to Improve Agent Productivity

5 Common Complaints Hurting Your Customer Experience

4 Artificial Intelligence Trends to Watch

3 Use Cases of AI Adding Value to the Customer Experience

7 Steps to Develop a Learning Culture

Ensuring the ROI of Adding Artificial Intelligence

Emotional Connections: The Building Blocks of Customer Loyalty

A Brief Guide to Robotic Process Automation

An Introduction to PCI DSS Compliance for Contact Centres

Four Ways Retailers Are Using the Cloud

First Impressions Count – Especially When It Comes to IVR

person hand putting the phone down

When Is It OK to Hang-Up on a Customer?

Three Practical Ways to Inspire Contact Centre Advisors

Mapping the Customer Journey to Improve the Customer Experience

sand timer on sun rise background

Optimise Your Workforce With Reduced Average Handling Time (AHT)

5 Benefits of Identifying Common Contact Reasons

How to Develop Team Leaders in the Contact Centre

Want Customer Loyalty? Be Loyal to Your Customers

A Guide to Virtual Assistants for Brand Managers

What Does Outsourcing of the Future Look Like?

How to Design and Build an Effective Quality Assurance Scorecard

What Should You Name Your Contact Centre

What Should You Name Your Call Centre?