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Articles on training
5 Key 2024 Customer Service Trends to Follow
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Following Contact Centre Call Recording Laws
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Contact Centre Technology Decisions to Make Today
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10 Mistakes That Damage Your Forecast Accuracy
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2024 Trends: Expanding the Benefits of AI to Contact Centres of All Sizes
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Elevating Your Customers’ Contact Centre Experience
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A Guide to Contact Centre Quality Assurance
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Why Your Gamification Strategy Is Going to Fail
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7 Ways Technology Can Help Exceed Service Level Targets
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How to Create a Contact Centre Scorecard
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8 Customer Service Channels and How to Optimize Them
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Centrical Unveils the Select Award Winners!
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Calabrio Acquires AI and Bot Analytics Company Wysdom
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Wayne Metro Community Action Agency Deploys 8×8
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5 Soft Skills Every Agent Needs Before Taking Their First Call
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5 Things You Need to Know About Consumer Duty Compliance
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Top 10 Ideas to Boost Contact Centre Efficiency
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A Quick Guide to Building a Customer Escalation Team
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AI-Powered NPS Takes the Stage
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11 Steps to Help Reduce Agent Attrition in Call Centres
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Essential Strategies and Tools for Contact Centre Optimization
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How to Integrate Emotion Into Customer Relationships
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2024 in Focus: Cost Savings With Frontline Employee Retention
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21 Ways to Make Your Contact Centre a Nicer Place to Work
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Top Tips for Workforce Management (WFM)
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7 Misconceptions About AI-Based Auto QM in Contact Centres
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CCMA Celebrates 30 Years With Pearls of Wisdom Campaign
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How to Utilize Pockets of Time Without Risking Service Levels
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Centrical Recognized as a Global Leader in Sales Gamification
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The Future of Call Centre Outsourcing Technologies
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3 Quick-Fire Ways to Get the Most Out of Live Chat
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Biggest Future of Work Trends for 2024
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Case Study: LCC Improves Contact Centre Efficiency
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Top Call Centre Coaching Techniques & Methods
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Kerv Experience Invests in Genesys Cloud CX Practice Expansion
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11 Probing Questions for Better CX
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How Call Analytics Can Improve the Contact Centre
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3 Ways Auto Call Summaries Streamline Contact Centres
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10 Strategies to Improve Customer Service
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Why CX Matters and How to Improve It
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Why CX Can’t Afford to Hang Up on the Voice Channel
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Europcar Transforms Global CX with NICE CXone
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Navigating Call Centre Compliance Successfully
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Why Contact Centre Agents Shouldn’t Have a Fear of AI
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How Real-Time Agent Guidance Enhances CX
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What Role Do Key Strategies Have in Creating Outstanding CX?
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CRM Today: How the Best Contact Centres Are Using CRM
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Understanding AI, ML & More in Contact Centres
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6 Ways to Increase Productivity with AI and Automation
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11 Call Centre Management Mistakes
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Editor's Pick
F*** This! How to Make Sure Your Chatbots Don’t Swear at Customers
The Essential Guide to WFM – Key Features to Look For
21 Amazing Habits to Foster in Your Frontline Agents
How to Develop Empathy as a Skill in Your Frontline Teams
Latest Resources
Survey: Contact Centre Health Initiatives for Senior Employees
Report: The Inner Circle Guide to Omnichannel Workforce Optimization
Upcoming Events
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Wed 22 May 2024
How to Remain Compliant Whilst Driving B2C Outbound Sales – Webinar
Thu 23 May 2024
Latest Insights
Enhancing Trust in AI Through Knowledge Management
The Role of AI Science in a World of Democratized AI
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
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Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?