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Articles by Guest Author
A selection of articles from contact centre industry experts
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Smashing the Scourge of Overtime
How Can I Make My Contact Centre Customer-Centric?
How to Create an Emotional Connection with Customers
A Guide to Retail Digital Transformation
16 Top Uses for Cloud Contact Centre Technology
Three Situations Where AI Can Improve the Customer Experience
How Speech Analytics Can Prevent Contact Centre Fraud
5 Reasons for Contact Centre Employee Burnout
How to Calculate Absenteeism – including the Formula
Emotional Intelligence Drives Improved Customer Experience
How Proactive Notifications Can Improve Customer Loyalty
3 Reasons to Invest in Omnichannel
5 Steps to Accelerating Chatbot Benefits
5 Questions to Ask Before Purchasing New CRM Software
The Potential Impact of AI on Contact Centre WFM
What Is Proactive Call Extraction?
Customer Experience for Contact Centres – A Practical Guide
8 Technologies That Help to Improve Agent Productivity
5 Common Complaints Hurting Your Customer Experience
4 Artificial Intelligence Trends to Watch
3 Use Cases of AI Adding Value to the Customer Experience
7 Steps to Develop a Learning Culture
Ensuring the ROI of Adding Artificial Intelligence
Emotional Connections: The Building Blocks of Customer Loyalty
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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!