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Guest Blogs

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

Neural networks and artificial intelligence.

Implementing Artificial Intelligence Through the Cloud

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Why Better Documentation Can Help Improve Financial Compliance

Wedding rings, bouqet and hands holding

Unify the Back and Front Offices to Improve the Customer Experience

A wooden chess queen piece is reflected by a mirror

How Agent Self-Assessment Improves Customer Engagement

A small white robot says hi

Conversational AI: Customer Engagement in the Age of Messaging

A woman looks puzzled, with question marks hovering over her head

Who Planned to Be a Planner?

Hand putting wooden five star shape on table.

Measuring Customer Satisfaction and Why It’s So Important

Abandoned dog on the road

5 Ways to Reduce Cart Abandonment

A robot hovers over a phone held out in the palm

What Role Will Chatbots Play in 2020?

A woman floats on water with an orange inflatable with her laptop

Working Remotely: The 2019 Recipe to High Productivity

A robot facing a man over a desk

Should Bots in Customer Service Mimic Humans?

A robot and a man have a conversation

4 Key Trends in Interactive Virtual Assistants

Hand putting wooden five star shape on table.

How to Better Monitor Quality Across All Contact Centre Channels

People are sat on a laptop controlled by a chatbot.

5 Ways to Implement Messaging Bots in Your Digital Strategy

Cancel button in red

3 Best Practices to Eliminate Manual Quality Processes

Vintage style blue telephone handset on a yellow background

Are Traditional Communication Channels a Last Resort for Customers?

A question mark has a cog as the period

Are You Getting the Most From Your Technology?

A cartoon walks on tightrope being drawn by a pencil

The Call Centre Can Be a Thin Line Between Love and Hate

enthusiastic woman reading credit card number while staring down and working on laptop

Using AI to Predict and Engage When Prospects Are Ready to Buy

A happy man with a laptop is sat on top of a fluffy cloud

The Benefits of Cloud-Based Workforce Management

An blue eye made from technology components.

Creating a Bionic Contact Centre Agent

Man with a beard in the pose of a superhero

Are You a Voice of the Customer Superhero?

An abacus with yellow and grey coins and graphs surrounding it

How to Calculate the Financial Cost of Contact Centre Downtime

A small man in a suit puts a yellow light bulb in the head of another man in a suit

Reduce Attrition by Coaching Your Agents