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Articles - IFS
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2018 Survey Report: What Contact Centres Are Doing Right Now
Baxi Heating Integrate Communications with IFS
Net Promoter Score (NPS) is becoming less Important
Contact Centre Handling Times Are Increasing
Where Does AI Belong in the Retail Customer Experience?
The Emergence of Artificial Intelligence Within Customer Service
Photos from the Customer Services Summit
Conversational Artificial Intelligence in the Contact Centre
Ensuring the ROI of Adding Artificial Intelligence
10 Ideas for Increasing Your Understanding of the Customer
15 Common Broken Processes in Contact Centres
Most Customers Hate Chatbots For This Reason…
How to Avoid Common AI Adoption Mistakes
14 Ideas for Providing a Memorable Customer Experience
Omnichannel Success: What Technology Should I Be Using?
What’s the Real Message About Messaging?
How Disconnected Systems Are Destroying the Customer Experience
Why Should Contact Centres Invest in Artificial Intelligence?
How Can I Monitor Quality Across all Contact Centre Channels?
13 Ways Technology Can Improve Employee Engagement
How Can Technology Prevent Understaffing?
16 Things Your Contact Centre Might Be Getting Wrong
Top 10 Contact Centre Software and Technology 2018
8 Ways to Improve Chatbots and Boost Customer Satisfaction
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Editor's Pick
How to Improve Forecast Accuracy
5 Things Creative Leaders Do Differently
16 Ways to Reduce AHT – Without Damaging the Customer Experience
Call Volumes Up? Here’s What You Can Do About It
Latest Resources
Guide: Work From Home vs Return To Office
White Paper: How to Operationalise AI Workflows in the Contact Centre
Upcoming Events
Advancing CX With GenAI-Powered Innovation – Webinar
Tue 02 Apr 2024
Introducing EnghouseAI – Practical AI for Smarter CX – Webinar
Thu 04 Apr 2024
Latest Insights
29% Leverage the Same Vendor for Both CCaaS and UCaaS
QA Dashboards & Analytics: Insights & Trend Analysis
Featured Articles
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
The Key Elements of a CX Lifecycle and Ways to Improve It
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
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