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Expert Insights

What Is Intraday Management?

Why Emotion Is the New Frontier in Customer Relations

The Biggest Cause of Call Centre Shrinkage (And How to Eliminate It)

3 Ways to Get Your Customers to Love Your Contact Centre

Getting a Handle on Abandonment Rate in the Contact Centre

The Top 10 Contact Centre Expos

Celebrating 100 Years of the Erlang Formula!

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

Contact Centre Scheduling: 2 Simple Methods to Measure Efficiency

Finding Harmony Between Human and Artificial Intelligence

Playing Sports At Work Could Not Only Keep You Healthy But Improve Your Productivity As Well

Photos from September 2017 Call Centre & Customer Services Summit

Will Contact Centres Become a Thing of the Past?

The Seven Elements of Exceptional Customer Service

A person standing on a cliff looking at sunset

20 Contact Centre Leaders Reveal Their Most Significant Quality Problem

The Six C’s of Leadership

Battling Anxiety When Dealing with Customers

Ten Top Tips for Improving Your Web Chat Service

The Rise of the Multi-Skilled Agent

Forecasting and Scheduling for Multichannel Contact Centres

The Benefits, Challenges and Best Practices of First Call Resolution

Setting Up an Office Dress Code

Photos From Red Nose Day 2017

IVR Testing Explained