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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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Elevating the Employee Experience: Transition
15 Fascinating Conversational AI Statistics
Break the Cycle of Unhappy Agents and Poor Sales Habits
The Art of Customer Service in the Automotive Industry
Introducing Scorebuddy Quality Assurance Coaching
Finding the Sweet Spot Between Automation and Control
Unlocking Productivity: Introduction to Workforce Management
How to Enhance CX With Expert Input
What Is Average Handle Time (AHT) in Contact Centres?
Google Calendar Integration: Optimizing WFM
Talkdesk to Showcase Efficiency With Generative AI at Gartner Symposium
Bringing the Back Office Into Your Omnichannel Contact Centre
AI Disruption Is Here! Are You Managing It Well?
8×8 Announces New Video Functionality
Assembled Gains Ground in the G2 Fall 2023 Report
Optimizing and Automating With Call Intent
NICE to Acquire LiveVox
Take Your Hybrid Workspace to New Heights with HP and Poly Solutions
Scorebuddy Announces the Launch of Scorebuddy Coaching
Bias, Accuracy and Benchmarking for Conversational AI
The Essential Roles of WFM in Call Centres
How AI Will Revolutionize Retail Customer Experience
On-Premise vs. Cloud Computing: Which Is Best?
9 Considerations for Outsourcing Your Healthcare Call Centre
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Editor's Pick
Are Your KPIs in Desperate Need of a Refresh?
Stop Your Agents Covering Up Their Mistakes
The Real Reasons You’re Failing to Tackle Lateness
What Does It Really Take to Correct a Customer Politely?
Latest Resources
Webinar Replay: Best Practices in Performance and Quality Management
2026 AI Voice Agents Buyers Guide
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Latest Blogs
UK Customer Satisfaction is at a Multi-Year High
What 800,000 Sales Calls Taught Us About Handling Objections
Featured Articles
Welcome Calls: A Simple Way to Increase Customer Satisfaction
15 Clarifying Questions For Customer Service
When Is It OK to Hang-Up on a Customer?
How to Setup a Call Centre from Scratch – The Checklist
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