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Articles - OpenSpan

Discover and explore our OpenSpan content collection, including articles, blogs, news stories, case studies, resources and more.

Recorded Webinar: Critical Link between Agent Satisfaction and Customer Experience

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Recorded Webinar: How to Make your Agents More Productive (2012)

Puzzel State of the Contact Centre Report Box

Editor's Pick

Thumbnail Erlang X – Everything You Ever Wanted to Know

Erlang X – Everything You Ever Wanted to Know

Thumbnail From Chaos to Control! Why Contact Centres Are Prioritizing WFM Solutions

From Chaos to Control! Why Contact Centres Are Prioritizing WFM Solutions

Thumbnail Proven Ways to Maintain Fairness in the Contact Centre

Proven Ways to Maintain Fairness in the Contact Centre

Thumbnail Get Ahead of KPI Fluctuations in Your Contact Centre

Get Ahead of KPI Fluctuations in Your Contact Centre

Calabrio State of the Contact Center Report Box

Latest Resources

Report: Voice of the UK Consumer

Report: Voice of the UK Consumer

The Contact Center KPIs Key to Outstanding CX

The Contact Center KPIs Key to Outstanding CX

Enghouse Guide to AI in Customer Service Box

Upcoming Events

thumbnail advert promoting event Personalisation Powered by AI: How to Reduce Churn and Build Loyalty – Webinar

Personalisation Powered by AI: How to Reduce Churn and Build Loyalty – Webinar

thumbnail advert promoting event Redefining CX Strategies with AI Innovation – Webinar Series

Redefining CX Strategies with AI Innovation – Webinar Series

babelforce Using Science to Help Agents eBook Box

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What Are AI agents? Benefits, Types, and Use Cases

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The State of Customer Experience: What Every CX Professional Needs to Know

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Featured Articles

Thumbnail 15 Examples of Probing Questions for Customer Service

15 Examples of Probing Questions for Customer Service

Thumbnail How to Calculate the Number of Agents Required in a Contact Centre

How to Calculate the Number of Agents Required in a Contact Centre

Thumbnail How to Calculate Contact Centre Service Level

How to Calculate Contact Centre Service Level

Thumbnail 20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls

20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls

Popular Pages

Thumbnail The Top 25 Positive Words and Phrases for Customer Service

The Top 25 Positive Words and Phrases for Customer Service

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

Thumbnail Contact Centre Dashboard Excel Template – FREE Download

Contact Centre Dashboard Excel Template – FREE Download

Thumbnail The Phonetic Alphabet and How it Improves Customer Service

The Phonetic Alphabet and How it Improves Customer Service

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