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Articles - benchmarking
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Contact Centre Cloud Technology: 2020 Survey Results
Customer and Contact Centre Trends: 2020 Survey Results
General Contact Centre Findings: 2020 Survey Results
What Are the Most Popular Methods to Gather Customer Feedback?
Half of Contact Centres Manually Forecast Digital Channels
Advisors Are a Key Part of Knowledge Creation
Only 12% of Contact Centres Utilizing Wellbeing Technology
Artificial Intelligence in the Call Centre: Survey Results
A Step-by-Step Guide to Contact Centre Benchmarking
Most Contact Centres Struggling With QA Engagement
Chatbots’ Reputation in the Gutter
44% of Contact Centres Have Mental Heath First Aiders
New Survey Reveals Surprising Insights Into the Contact Centre Industry
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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
eBook: How to Foster Innovation in a Hybrid Contact Centre
The Forrester Wave: Real-Time Revenue Execution Platforms, Q2 2024
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Wed 22 May 2024
How to Remain Compliant Whilst Driving B2C Outbound Sales – Webinar
Thu 23 May 2024
Latest Insights
The Role of AI Science in a World of Democratized AI
Can You Trust Generative AI in Your Contact Centre?
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
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The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?