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Articles by Guest Author
A selection of articles from contact centre industry experts
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Talkdesk Feature in New Gartner Report
Why a Self-Service Strategy Can Be a Crucial Part of Your Success
How to Better Capture Voice of the Customer Feedback
Tracktik Move to the Cloud to Support Growth
4 Key Customer Service Trends for 2020
2019 Conversational AI and CX Trends
How to Measure Emotional Intelligence in Customer Service
5 Tips for Smarter Workforce Management During the Christmas Season
Planning for Asynchronous Chat in the Contact Centre
How to Embrace Automation Without Leaving Employees Behind
Are Phones a Thing of the Past for Contact Centres?
7 Important Call Centre Skills Every Agent Should Have
Hiring for Customer Service Soft Skills and Emotional Intelligence
How Should You Design Your Agent Console?
9 Top Tips to Improve Customer Journeys
Call Center Metrics: Examples, Tips & Best Practices
What to Include on Your QA Call Monitoring Form
The Phonetic Alphabet and How it Improves Customer Service
What Are the Benefits of Workforce Planning?
Conversational AI Crucial to DX Strategy
The Right Way to Do Call Quality Monitoring
Understanding the Types of Biometrics
6 Call Centre Agent Performance Metrics to Measure Success
10 Call Centre Training Games That Improve Employee Engagement
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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!