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Articles by Guest Author
A selection of articles from contact centre industry experts
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What Is Data Mining?
27 Questions to Ask Before Buying Call Centre QA Software
3 Misconceptions about AI Interactions
The 5 Biggest Unified Communications Trends of 2019 So Far
10 Great Employee Engagement Activities
Customer Churn Prediction and Prevention
5 Best Practices for Effective Media Monitoring
Using Call Centre Evaluation to Make a Measurable Difference
Digital Transformation: Why Your Business Needs to Embrace the Cloud
The Anatomy of a Really Good Customer Service Call
5 Customer Experience Metrics You Need to Track
Improve Customer Experience With Emotional Intelligence
How Outbound Call Centres Achieve Win:Win
What Is After-Call Work (ACW) or Post-Call Processing?
The Top 15 Call Centre Quality Assurance Best Practices
14 Practical Techniques to Improve Knowledge Management
What is NPS: Definition, Techniques, Tools and Tips
Social Engineering and Fraud in the Contact Centre
25 Ways to Improve Your Customer Satisfaction Surveys
How Speech Analytics Can Benefit Your Voice Channel
Breaking Free From the Omnichannel Trap
Customer Service Surveys – Bringing Sanity to the Survey
Podcast: Channel Shift: How can we safely move customers from one channel to another?
6 Steps to Refresh Your IVR System
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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!