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Guest Blogs

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

CX Trends Concept

CX Tech Trends Contact Centre Leaders Just Can’t Ignore

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Say Goodbye to Bad IT Helpdesk Experiences

What Can You Do to Become Your Customers’ Champion?

Wooden blocks with PR symbols

An Outsourcer’s Guide to Developing a PR Strategy

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Phone Greetings for Your Call Centre

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How to Manage Shrinkage

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12 High-Impact Decisions You Can Make Using Dashboards & Reporting

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How to Maximize the Value of Your Customer Satisfaction Survey Process

Customer Service Messaging

The Advantages of Adopting Messaging for Customer Service

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32 Customer Service Survey Questions to Understand CSAT

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Business Leaders Say Investments in AI for CX Have Paid Off

A picture of a fish jumping out of a bowl

6 New Year’s Goals for Contact Centres

A picture of a maze of arrows

Top Challenges Faced by the Telecoms Industry in 2020

Payment concept with phone and card

IVR Payments and Your Business

A woman fist pumps with joy

The Most Important Call Centre KPIs to Track for Customer Success

Overloaded agent desktop

Agent Desktop Strategy Is Critical to CX Success

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How to Measure Customer Experience in Contact Centres

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The Truth Behind Why Chatbots Are Failing Consumers

Set of emoji emoticons in speech bubble with sad and happy mood, evaluation concept

Perceptual Evaluation of Speech Quality – PESQ

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When the Agents Are on Vacation

What Is IVR (Interactive Voice Response)?

Business sense

Why Choosing a Small ISV Makes Perfect Business Sense

Conference Call Phone

Conference Call Calamities

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Why You Need to Implement Proactive Monitoring