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Articles by Guest Author
A selection of articles from contact centre industry experts
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54% of Employees Believe Communication Is Key
Can Attended Automation Inspire Future Job Equality?
Customer Experience and the Rise of Conversational Analytics
The Future of Customer Service – Hybrid Workforce or Hybrid Employees?
Case Study: How Flogas Improved Contact Centre Efficiency
The Best Call Centre Reporting Practices
5 Key Contact Centre Predictions for 2021
The 5 Worst Enemies of Performance on Your Users’ Computers
Spearline Share Their Thoughts on Vendor Management for Telecoms Networks
Is It Time to Embrace Desktop as a Service?
Swinton Group Boosts Net Promoter Score by 11%
How to Boost Performance With Quality and Workforce Management Solutions
IPI Picks Up Award at Genesys Partner Vision 2020
2021: The Year Customer Service Becomes More Human
How Can Robotic Process Automation Help in a Post-COVID World?
9 Ways to Cope With Distractions When Working From Home
Journey to the Cloud – Contact Centre Communications
Computer Equipment Rental: Advantages and Disadvantages
Wisper Acquires Avencall Xivo
Wave Goodbye to 2020: What’s in Store for 2021?
The Rise of the Super-Agent
Company Culture in the New Normal
Two-Way Social Media Conversations in Contact Centres
The Definitive Guide to Working in a Call Centre
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Editor's Pick
Out of Hours Service – Who’s Doing It Best?
Alternatives to Saying “Don’t Worry” to Customers
Ease Agent Stress – With These 15 Top Tips!
Need to Reduce Absence in Your Contact Centre? Here’s How!
Latest Resources
Webinar Replay: The Secrets to Delivering Consistent CX
White Paper: Unlocking The Full Potential Of Speech Analytics
Upcoming Events
Calabrio C3 Customer Connect
CX Global Summit Middle East 2024
Latest Blogs
How QA Software Can Help Solve Your Contact Centre’s Key Challenges
3 Steps to Get Ahead of the “Time Is Money” Initiative
Featured Articles
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Erlang C Formula – Made Simple With an Easy Worked Example
The Best Courtesy Words and Expressions to Use in Customer Service
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The Top 25 Positive Words and Phrases for Customer Service
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Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service