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Expert Insights

How Artificial Intelligence Can Improve Knowledge Management

3 Benefits of Real-Time Monitoring in the Call Centre

Call centre workers

Leadership Series: Juran’s Rule and the Call Centre

How to Survive and Prosper in a Multilingual Contact Centre

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How to Better Capture Voice of the Customer Feedback

Emojis in Customer Service – Cheeky or Charming?

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7 Tips to Build Effective Quality Assurance Scorecards

Trend Spotting: What’s Going on in Contact Centres Right Now?

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Your Guide to the Average Speed of Answer in a Call Centre

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The CEO Interview: Tiago Paiva at Talkdesk

How to Monitor Quality in the Contact Centre

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25 Tips for Effective Data Visualisation

How Will GDPR Affect the Call Centre Industry – 8 Steps to Take Now

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What Is Data Mining?

Interview Dos and Don’ts

The Rise of the Multi-Skilled Agent

Humour: How to properly place employees

9 Signs You’ve Been Working in a Call Centre Too Long

6 Tips to Improve Quality Scores and Customer Service

Getting a Handle on Abandonment Rate in the Contact Centre

Celebrating 100 Years of the Erlang Formula!

Four Steps to Update Your IVR Process

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Improve First Contact Resolution (FCR)

10 Customer Service Skills That Every Contact Centre Advisor Must Have