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Articles by Guest Author

A selection of articles from contact centre industry experts

10 Customer Service Skills That Every Contact Centre Advisor Must Have

6 Ways to Wow and Win Back Lost Customers

8 Ways to Improve Chatbots and Boost Customer Satisfaction

What Is Intraday Management?

What “Going the Extra Mile” REALLY Means in Customer Service

Why Emotion Is the New Frontier in Customer Relations

The Biggest Cause of Call Centre Shrinkage (And How to Eliminate It)

3 Ways to Get Your Customers to Love Your Contact Centre

12 Top Uses of Artificial Intelligence in the Contact Centre

The Customer Service Gap

Stressed young business woman sitting hiding in a box overwhelmed by too many red telephone calls

A Policy for Dealing with Abusive Customers

14 Contact Centre Problems and Solutions

The Johari Window: A Contact Centre Training Tool

Build Rapport on the Phone for Success

How to Build Rapport on the Phone – With Examples

13 Personality Traits of the Perfect Employee

8 Things to Remember When Changing Contact Centre Business Processes

How to Be a Better Service Quality Manager

The One Question That You Should Ask Your Customers (and Staff!)

10 Best Practices to Improve Customer Service Live Chat

How Will GDPR Affect the Call Centre Industry – 8 Steps to Take Now

The Risks of Channel Blending in the Contact Centre

Contact Centre Scheduling: 2 Simple Methods to Measure Efficiency

3 Tips on How to Write a Better Email

17 Top Tips for Multichannel Customer Service