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Susannah Richardson

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16 Mistakes to Avoid With Call Scripting

16 Mistakes to Avoid With Call Scripting

The Best Ways to Handle Customer Feedback

The Best Ways to Handle Customer Feedback

How Can Technology… Make Life Easier for My Customers?

How Can Technology… Make Life Easier for My Customers?

Bringing the Field and Mobile Worker into the Contact Centre

Bringing the Field and Mobile Worker into the Contact…

How Do I… Create a ‘Channel of Choice’ Experience?

How Do I… Create a ‘Channel of Choice’…

What to Look for When Buying… A Performance Management Solution

What to Look for When Buying… A Performance Management…

The Future of Voice in the Contact Centre

The Future of Voice in the Contact Centre

21 Great Ways to Personalise Your Customer Interactions

21 Great Ways to Personalise Your Customer Interactions

What to Look for When Buying… A Cloud-Based Contact Centre Solution

What to Look for When Buying… A Cloud-Based Contact…

How do I… Get the Best from a Multi-Channel Contact Centre?

How do I… Get the Best from a Multi-Channel…

How Would Your Contact Centre Survive a Cold Snap?

How Would Your Contact Centre Survive a Cold Snap?

How do I… Get a single view of the customer?

How do I… Get a single view of the customer?

New solutions for cutting complaints

New solutions for cutting complaints

Technology Toolkit – Phone Calls Following Email Queries

Technology Toolkit – Phone Calls Following Email…

Technology Toolkit – Where is my Engineer?

Technology Toolkit – Where is my Engineer?

7 Ways to Improve the Agent Desktop

7 Ways to Improve the Agent Desktop

Can the weather affect the mood of the caller / contact centre?

Can the weather affect the mood of the caller / contact…

How Contact Centre Technology Can Improve the Back Office

How Contact Centre Technology Can Improve the Back Office

19 Tips for Reducing Customer Effort

19 Tips for Reducing Customer Effort

On premise, managed service, hosted or cloud – Which is the best?

On premise, managed service, hosted or cloud –…

Is Email on its Way Out?

Is Email on its Way Out?

Can a Unified Desktop Improve Agent Productivity?

Can a Unified Desktop Improve Agent Productivity?

How to Tackle the Blurred Boundaries of Working Remotely

Start Preparing Your Frontline for Machine Customers

10 Tactics for Stronger Customer Communities

Zoom Launches $150K AI Grant Programme

Enghouse Systems to Acquire MIND C.T.I.

What Contact Centres Are Doing Right Now - 2026 Edition

White Paper: Three Ways to Make Automated Customer Experiences More Human

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CX Tech Talk – How Zoom’s Agentic AI Expert Assist Fixes

Congratulations, You Are Now a Software Vendor (To Yourself)

Awaab’s Law and the Contact Centre

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