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Articles by Guest Author

A selection of articles from contact centre industry experts

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Can Attended Automation Inspire Future Job Equality?

Customer Experience and the Rise of Conversational Analytics

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The Future of Customer Service – Hybrid Workforce or Hybrid Employees?

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The Best Call Centre Reporting Practices

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5 Key Contact Centre Predictions for 2021

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Waiting Time: What Is Best for Your Customers?

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The 5 Worst Enemies of Performance on Your Users’ Computers

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Spearline Share Their Thoughts on Vendor Management for Telecoms Networks

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Is It Time to Embrace Desktop as a Service?

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Swinton Group Boosts Net Promoter Score by 11%

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How to Boost Performance With Quality and Workforce Management Solutions

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IPI Picks Up Award at Genesys Partner Vision 2020

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2021: The Year Customer Service Becomes More Human

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How Can Robotic Process Automation Help in a Post-COVID World?

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9 Ways to Cope With Distractions When Working From Home

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Journey to the Cloud – Contact Centre Communications

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Wisper Acquires Avencall Xivo

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Wave Goodbye to 2020: What’s in Store for 2021?

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The Rise of the Super-Agent

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Company Culture in the New Normal

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Two-Way Social Media Conversations in Contact Centres

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The Definitive Guide to Working in a Call Centre

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How Psychological Safety (and Aristotle) Can Help You Beat the Competition

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First Call Resolution: The Power of Getting It Right the First Time

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Editor's Pick

Thumbnail Stop Hand-Holding Your Agents – Just Like This!

Stop Hand-Holding Your Agents – Just Like This!

Thumbnail Are These Roles Missing in Your Contact Centre?

Are These Roles Missing in Your Contact Centre?

Thumbnail How to Strengthen Agents’ Trust in AI

How to Strengthen Agents’ Trust in AI

Thumbnail 7 Ways to Help Agents Fight the ‘Forgetting Curve’

7 Ways to Help Agents Fight the ‘Forgetting Curve’

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

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