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Articles - James Mackie

James Mackie, AI and Automation Sales Consultant for Contact Centres, Five9

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Our Top Use Cases for AI in Customer Service

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Editor's Pick

Thumbnail The Essential Guide to WFM – Key Features to Look For

The Essential Guide to WFM – Key Features to Look For

Thumbnail 21 Amazing Habits to Foster in Your Frontline Agents

21 Amazing Habits to Foster in Your Frontline Agents

Thumbnail How to Develop Empathy as a Skill in Your Frontline Teams

How to Develop Empathy as a Skill in Your Frontline Teams

Thumbnail Tackle the 3 A’s – Absence, Agent Burnout, and Attrition

Tackle the 3 A’s – Absence, Agent Burnout, and Attrition

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Latest Resources

White Paper: Future-Proof Your Contact Center for the Next Generation of Retail CX

White Paper: Future-Proof Your Contact Center for the Next Generation of Retail CX

eBook: Empowering WFM with AI

eBook: Empowering WFM with AI

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Upcoming Events

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UK Customer Connect 2024 – Newbury Racecourse

Thu 09 May 2024

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Managing Work-Life Balance for Productivity Gains – Webinar

Thu 09 May 2024

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Latest Insights

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How Contact Centre AI Can Help Reduce Customer Churn

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Harness Customer Insights in the Age of Data Overload

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Featured Articles

Thumbnail The Key Elements of a CX Lifecycle and Ways to Improve It

The Key Elements of a CX Lifecycle and Ways to Improve It

Thumbnail 21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

Thumbnail What is Attrition Rate and How to Calculate It

What is Attrition Rate and How to Calculate It

Thumbnail The Top 10 Call-Closing Statement Examples

The Top 10 Call-Closing Statement Examples

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Popular Pages

Thumbnail The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day

The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day

Thumbnail The Top 50 Words to Describe Yourself on Your CV in 2024

The Top 50 Words to Describe Yourself on Your CV in 2024

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Contact Centre Dashboard Excel Template

Thumbnail Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?

Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?

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