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Articles - Skills-Based Routing
How Do I… Manage and Schedule Multi-Skilled Agents?
How to Introduce Multi-Skilling into the Contact Centre
Using Technology to Reduce Customer Frustration
Editor's Pick
21 Customer Service Apology Statements – With Examples
What to Look for When Buying a Dialler
The Top CCaaS Vendors for 2023/2024
How to Calculate Attrition Rate – The Formula
Latest Resources
eBook: Tackling Turnover in Travel and Hospitality
Guide: How to Transform Local Government Customer Service
Upcoming Events
The UK National Contact Centre Conference
Tue 26 Sep 2023
CX Masterclass – Webinar Series
Thu 28 Sep 2023
Latest Insights
Improve Your Call or Contact Centre Experience
Retain the Human Touch Amid a Transforming Customer Landscape
Latest News
CallMiner Releases Annual CX Landscape Report
Key Takeaways From Sabio’s AI & Automation CX Community Day
Popular Pages
Top 50 Positive Words and Phrases – With Examples
The Top 50 Words to Describe Yourself on Your CV
Contact Centre Dashboard Excel Template
What is the Phonetic Alphabet?
