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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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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
New Year Resolution Ideas for Your Call Centre
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
14 Best Practices from the Vax Contact Centre
Contact Centre Metrics: Are You Measuring the Right Things?
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
26 Contact Centre Technology Predictions for 2018
Personalising the Customer Experience: Leading B2B Companies Share Their Secrets
Being Super-Busy: The Modern Excuse for Not Coaching Staff
Staff Incentive Schemes That Work
Creating a Culture of Employee Engagement
7 Simple Tips for Designing Call Centre Agent Incentive Programmes
The Best Courtesy Words and Expressions to Use in Customer Service
6 Rules for Mastering the Art of Conversation
Four Things Successful Sales Teams Have in Common with Top Sports Teams
10 Truths About Social Customer Service
20 Contact Centre Leaders Reveal Their Most Significant Quality Problem
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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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