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Articles by Guest Author
A selection of articles from contact centre industry experts
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Why Conversational AI Can Improve Your Digital Transformation Strategy
Privacy Laws in the US – What to Expect in 2020
What Is Call Centre Outsourcing?
What Does a Great Customer Experience Look Like?
25 Tips for Effective Data Visualisation
The Evolution of Customer Contact Channels
How QA Scorecards Create Stronger Regulatory Compliance
How to Implement a Voice of the Customer Program
13 Scary Good KPIs for Your Contact Centre This Halloween
Understanding Customer Service Call Recording Laws
Bringing the “Call Centre” Into the Modern Age (and Beyond!)
How Video Collaboration Is Helping to Change the Face of Business
14 Funny Customer Service Stories That Will Make You Chuckle
How to Bring Voice Into the Digital World
Forecasting Social Media for Your Contact Centre
What Is CSAT? Definition, How to Measure CSAT, and Tips From Experts
Agent Scheduling Flexibility to Create a Win–Win Situation
Everything You Need to Know About the Voice Channel in a Contact Centre
5 Tips for Deepening Customer Empathy
Q&A With Product Designers About the Value of Listening to Customers
3 Ways to Prevent AI From Becoming Creepy
7 Safe Ways to Reduce Wait Times and Abandoned Calls
Conversational AI: Your Best Agent
Social Robots and the Uncanny Valley
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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!