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Articles by Guest Author
A selection of articles from contact centre industry experts
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What I’ve Learnt From Listening to My Customers’ Calls
4 Ways to Get Your Customers Singing a Different Tune
5 Ways to Reconnect Your Back and Front Office
Holacracy: The Latest Trend in Customer Service
Why Your Agents’ Training Might Be Failing
Are You a Manager or a Leader?
How to Design a Stress-Free Contact Centre
The Best Ways to Pay Call Centre Staff
How to Build Customer Empathy in Your Call Centre
How to Give Your Line Manager Positive Feedback
6 Ways to Share Information in the Call Centre
Why the Boss is the Weakest Link in the Contact Centre
6 Steps to Resolving Conflict in Your Team
Fool’s Gold: Why You’re Rewarding the Wrong People
6 Steps to Becoming a Confident Call Centre Manager
The 10 Commandments of Team Meetings
How to Plan for Contact Centre Success
Five Reasons Your KPIs Are Hurting Your Customer Experience
5 Simple Ways to Keep Agents Happy
How to Keep in Touch With Homeworking Agents
How to Give Sales Agents Difficult Feedback
How to Accommodate Callers With Disabilities
Do Scripts Still Have a Place in the Contact Centre?
How to Succeed With Outbound Calling – Part 2
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Editor's Pick
Are Non-Scheduled Agents the Answer to Seasonal Peaks?
CX Leaders Can’t Afford to Stand Still as Agent Roles Evolve
Where Are Contact Centres REALLY Seeing AI Success?
New Ways to Boost First Contact Resolution (FCR)
Latest Resources
A Practical Guide to Evaluating Virtual Agents
Webinar Replay: How to Introduce AI Voice Agents Whilst Keeping the Human Touch
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