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Articles - IFS
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What Is a CRM System and How Can It Improve Contact Centre Performance?
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19 Tips for Reducing Customer Effort
How do I… Get the Best from a Multi-Channel Contact Centre?
Bringing the Field and Mobile Worker into the Contact Centre
The Future of Voice in the Contact Centre
Why Should Contact Centres Invest in Artificial Intelligence?
Recorded Webinar: The Best Ways to Deal with Webchat and Email
What Is a Unified Desktop?
What to Look for When Buying… A Performance Management Solution
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5 Ideas From the Echo Managed Services Contact Centre
What’s the Real Message About Messaging?
Baxi Heating Integrate Communications with IFS
What’s Next With… Multichannel?
Net Promoter Score (NPS) is becoming less Important
How Do I… Remove Average Handling Time (AHT) as an Agent Target?
14 Ways to Improve Security for Customers
How to deal with poor service on other channels
Can the weather affect the mood of the caller / contact centre?
Most respected contact centre people – 2012
2018 Survey Report: What Contact Centres Are Doing Right Now
What is the Best Way to Handle a Complaint Through Social Media?
Top 10 Contact Centre Software and Technology 2017 – The Results
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Editor's Pick
21 Amazing Habits to Foster in Your Frontline Agents
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
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Latest Resources
Manager's Guide: Choosing The Right Conversation Intelligence Platform
eBook: The Impact of AI on the Contact Centre
Upcoming Events
Unleash Gen AI-Powered Growth in Your Contact Center – Webinar
Tue 07 May 2024
Evolving Your WFM Strategy – Webinar
Wed 08 May 2024
Latest Insights
Contact Centres in 2030: The AI Frontier – Where Humans and Machines Unite
The Death of the IVR: How Generative AI is Transforming Customer Service
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
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