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Industry Insights

Guest posts from our Industry Experts

People at Call Centre

Everything You Need to Know About the Voice Channel in a Contact Centre

139

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Empathy

5 Tips for Deepening Customer Empathy

116

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Busy poeple

Teleworking Is Happening and It’s Changing the Employment Landscape

112

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Clocks

Why Latency Matters for Business VoIP Calls

161

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Voice recognition

The Power of Voice Analytics

217

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Customer satisfaction

Putting the “R” in “ROI” for the Cloud Contact Centre

242

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Telephone Network

How to Avoid Downtime on Your Contact Centre and Telephony Network

250

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Listen to customer

Q&A With Product Designers About the Value of Listening to Customers

272

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Telephone

5 Benefits of Testing Your Contact Numbers

261

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soldier with shield

UK Employees Want Protection From Workplace Bots

274

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Artificial Intelligence

3 Ways to Prevent AI From Becoming Creepy

255

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Audio Quality

The Importance of Audio Quality for Contact Centres

228

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A photo of an hourglass

7 Safe Ways to Reduce Wait Times and Abandoned Calls

401

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A photo of digital connections across a city

Proactively Detect Issues with your Telecoms Carrier

123

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robot agent

Conversational AI: Your Best Agent

360

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success graph-760

Celebrating a Decade of Number Testing

236

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social robots

Social Robots and the Uncanny Valley

263

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Data

What Is Data Mining?

336

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phone line

How Many of Your Customer-Facing Numbers Are Failing?

251

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A Q&A With a Global Communications Expert

249

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