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Articles by Guest Author

A selection of articles from contact centre industry experts

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Mastering Call Centre Coaching – Best Practices and Strategies

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What’s the Secret to Developing Contact Centre Super-Agents?

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Case Study: Royal Borough of Kingston Council Revolutionizes Citizen Experience

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Evaluagent and Assembled Unite to Boost Employee Engagement

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How to Deliver Great CX in the Era of Consumer Duty

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How to Choose the Best Contact Centre Software Solution

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LSU Athletics Transforms Social Media Strategy with Sprinklr

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The Customer Convenience Revolution: Scaling Up CX

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Are You Unwittingly Disrupting Your Online Meetings?

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Latest Enhancements Equip Agents to Deliver Timely Resolutions

Customer Relationship Management CRM

Many Failing to Use CRM to Full Potential

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Evaluagent Ranks in Flexa100 List

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MaxContact Revamp Contact Hub

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MiaRec Pioneers Prompt Customization and Testing

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5 CIO Considerations When Moving to Cloud Communications

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How to Maximize AI’s Impact With Workflows

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5 Important Customer Service Skills in an AI Contact Centre

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The Secrets to Coaching Remotely

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Case Study: DDC OS Dramatically Increased Planning Productivity

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Top 17 Contact Centre Metrics to Monitor in 2024

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Step-by-Step Guide to Creating the Perfect Customer Journey Map

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Cnect Wales Celebrates 20 Years in Business

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The Future of AI for Contact Centres

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Essential Training for Customer Service Staff