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Guest Blogs

Highlights of our guest posts from our collection of contact centre industry experts.

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CCaaS and the SLA Contact Centre

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The Golden Rules of the Perfect Customer Service Greeting

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Does Average Handle Time (AHT) Really Matter?

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Use Data to Drive Empathetic Service in Government

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3 Ways Supervisors Can Improve Employee Engagement

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How to Increase Productivity: What to Watch Out For

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Retain the Human Touch Amid a Transforming Customer Landscape

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The Anatomy of a Good Call: Managing Customer Expectations

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Four Ways to Defend Against Cyber Criminals

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A Comprehensive Guide to Contact Centre as a Service

How to Ensure Your QA Programme Really Works

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Digital Customer Experience Transformation

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Transforming CX While Supporting Agents Through Conversational AI

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Tailoring Customer Service for Every Generation in EGaming and Sports Betting

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CCaaS: Definition and Advantages

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Getting AI-Ready Data from Enterprise Recordings

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The 7 New Call Centre Training Strategies You Need to Know

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When Policies Don’t Work: How One Advisor Saved the Day

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The Myths of Artificial Intelligence

Brand Intelligence, the Definition, Tools & More

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6 Signs It’s Time to Replace Spreadsheet Schedules

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Vulnerable Customer Care

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Give Employees the Power of Concentration Anywhere

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14 Essential KPIs to Measure Success and Improve CX