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Guest Blogs

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

8 Top Tips to Elevate the Role of Self-Service

How to Use WFM to Increase Your Employee Net Promoter Score

Is Customer Service to Blame for the Demise of Industries?

The Danger of Not Having a Comprehensive Customer Survey Programme

How to Drive More Sales by Improving Quality Assurance

The Use and Impact of Social Media in the Contact Centre

Why Do You Even Want to Send a Customer Satisfaction Survey?

Delivering an Exceptional Customer Experience – A Three Point Plan

CRM Integration – Why Should It Be a Key Priority?

3 Important Differences Between Chatbots and Intelligent Virtual Assistants

Staying Human in a Technology-Focused Environment

The Contact Centre of the Future

5 Ways to Stay Ahead of Your Competition With Speech Analytics

7 Ways Spreadsheets Are Hurting Your Quality Assessment

8 Artificial Intelligence Statistics for Customer Service

Communicate, Care and Keep on Counting Your Customers

What Behaviours Do Customer Experience Professionals Display?

The Challenges of Outsourcing Your Customer Service Department

How to Get Company Culture Right in a Multi-Generational Workforce

Putting Customers First in the New Digital World

How to Shift to an Outcomes-Based Customer Engagement Programme

3 Promising Contact Centre Technologies

Soft Skills as a Predictor of Call Centre Agent Performance

What Customer Experience Teams Can Learn From the World Cup