The Leading Contact Centre Magazine

Industry Insights

Guest posts from our Industry Experts

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Should Your Contact Centre Join the Cloud?

407

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5 Reasons to Simplify Your Business Communications

517

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Cloud Communications: Public, Private, and Hybrid – What’s the difference?

548

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Does Your Business Need a Chief Experience Officer?

394

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3 Benefits of Real-Time Monitoring in the Call Centre

564

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4 Ways To Use Call Recordings and Speech Analytics to Improve Performance

168

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3 Strategies to Create a Kinder Customer Experience

112

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How AI and Machine Learning Can Reduce Contact Centre Costs

174

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3 Reasons Why Emotion Is the New Frontier in Customer Relations

134

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Interconnectedness – The Solution to Its Own Problem

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6 Ideas for Effectively Managing All Your Customer Service Queries

97

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Workforce Management and Customer Experience Go Hand in Hand

157

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How to Achieve CX Excellence With Omnichannel

103

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Should You Come Clean About Chatbots?

162

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Don’t Ignore Your Digital Service Funnel!

110

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3 Ways Conversational AI Can Help Customers in Urgent Travel Situations

72

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5 Mistakes to Avoid When Creating a Full Picture of the Customer Journey

63

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First Call Resolution: An Important Metric to Track

247

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5 Alternatives to “Your Call Is Important to Us”

171

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The Benefits of Voice-Based Chatbots

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