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Guest Blogs

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

Quality management with (QA) Quality assurance, (QC)Quality control and improvement.

5 Reasons You Need a Better QA Platform Now

A call center worker in headphones happy and excited celebrating victory

Understanding and Recognizing Good Agent Performance

Mechanic stopwatch chronometer mechanism, with bronze cogs

The Secret to a Well-Oiled CX Machine

Smiling call centre operators sit by the table in headphones

Beginner’s Guide to Call Center Testing

Illustration of happy call center agents team at office

4 Tips to Make Way for New (and Better) Experiences

Sports equipment in a pile

Sport has the Power to Change the World

Wooden blocks with symbol of customer loyalty concept on blue background

How Proactive Outbound Engagement Inspires Retail Customer Loyalty

Blank white speech bubbles hanging from a cord

How to Better Tag Your Customer Interactions

INTENT word made of wood with shadow

How Well Do You Understand Customer Intent?

The optimal number of employees concept.

The Magic Number, Getting Call Centre Staffing Right

Leader steers ship with team

Navigating the New Era of Work: Productivity, Perception and Purpose

Digital neon light number five

Five Ways to Improve Customer Satisfaction in the Digital Age

cog wheels springing from a fed up and tired fed up person with laptop

Say Goodbye to Bad IT Helpdesk Experiences

Hands holding global network and data customer connection

What’s Next in CX? 5 Highlights From CCW Europe 2022

Customer Experiences Concept. Happy Client Using Smartphone to Leave Review

Exceptional CX Is STILL the Exception. Here’s How You Change That

The mobile phone is thrown into the trash can. Call abandoned

How to Reduce Call Abandonment in the Contact Centre

Illustrations flat design concept video conference

Improving the Hybrid Meeting Experience With Professional Technology

Person holding phone with binary code over the top

Choosing Internet Telephony Software to Integrate with CCaaS

Person covering face holding paper with question mark symbol.

What Is Customer Sentiment Analysis — And Why Is It Important?

A graph showing growth and improvement

How to Improve FCR and Increase Customer Loyalty

Person listening with hand to ear

It’s Good to Talk but Are Contact Centres Really Listening?

Quality control management concept

Why You Shouldn’t Put Off Investing in QA

Cloud computing service, cloud data storage technology hosting concept

Using the Cloud to Bolster Government Disaster Continuity Plans

Assessment concept with clipboard, pen, target and graphs

How to Create Great Call Centre Assessments