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Technology

A popular selection of articles looking at the best Call Centre Technology

A beginner’s guide to the Ofcom regulations

Dialler regulations

pulling scale

Call Quality Evaluation

Comic style vs battle workforce management vs workforce optimisation

Workforce Management vs Workforce Optimization – What’s the Difference?

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The Top Workforce Management WFM Solutions for 2023

What Is a Lost Call and Why They Matter

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Our Top Use Cases for AI in Customer Service

A Guide to Call Routing in the Contact Centre

Tired and stressed customer support operator with headache

Tackle the 3 A’s – Absence, Agent Burnout, and Attrition

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14 Best Practices to Streamline Your Incoming Customer Queries

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Key Signs of Broken Processes (and How to Fix Them)

14 Practical Techniques to Improve Knowledge Management

The word IVR in speech bubbles

43 Things You Should NOT Do With Your IVR Messages

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What to Include in a Business Case for New Technology

Is a web chat cheaper than a voice call?

GDPR and Outbound Dialling – Make Sure You Don’t Get Fired!

Outbound Dialling Reference Guide

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Top 10 Contact Centre Software and Technology

Answer Machine Detection

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An Introduction to Agent Desktops – With a Definition, Best Features and Mistakes to Avoid

What Exactly Is a 360 Degree View of the Customer?

A Quick Guide to the 0845 and 0870 number changes

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How to Measure Chatbot Performance

Retrieval of Call Recordings

Retrieval Of Call Recordings