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Guest Blogs

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

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

Four Reasons Why Smart Contact Centres Are Moving to the Cloud

Is Assumption Breaking Customer Service?

How Disconnected Systems Are Destroying the Customer Experience

Why Getting Feedback Right Is So Important

Are We in Danger of Losing the Softer Side of Customer Service?

Should You Hire Heston or Delia to Run Your Service Improvement Project?

Digital Banking and the Customer Experience

4 Measurements of Success in Outsourced Contact Centres

What Does Quality Monitoring Mean in a Call Centre?

What Do Your Customers Want and Expect?

How to Build a Persona for Your Virtual Assistant

4 Things You Need to Know About the Modern Customer