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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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How to Create a Coaching Culture in the Contact Centre
Where Is Employee Autonomy Heading, and Are You Coming?
5 Simple Tips for Improving Tone of Voice in Customer Service
3 Reasons Why Benchmarking Customer Satisfaction Is Pointless
10 Customer Service Skills That Every Contact Centre Advisor Must Have
6 Ways to Wow and Win Back Lost Customers
How to Develop Coaches and Mentors in a Contact Centre
8 Ways to Improve Chatbots and Boost Customer Satisfaction
What Is Intraday Management?
14 Fresh Ideas from the Sky Contact Centre
First Aid for Coaching Call Centre Advisors
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
A Policy for Dealing with Abusive Customers
14 Contact Centre Challenges With Expert Solutions
The Johari Window: A Contact Centre Training Tool
What Is the Best Model for Contact Centre Culture?
How to Build Rapport on the Phone – With Examples
How to Refocus Team Leaders From Spending Too Long on Email
8 Quick Ideas From the Domestic & General Contact Centre
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Editor's Pick
How to Use Stretch Targets Well in QA
7 Simple Mistakes That Hurt Contact Centre Morale
How to Make After-Call Work More Efficient – Without AI
How Worcester Bosch Keep Their NPS Above 80
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