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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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Bad Customer Service: 7 Ways to Identify and Fix It
Best Practices for Agent-Friendly Scheduling
Are You Prepared to Ride the Waves of New Age CX?
Case Study: Pluxee Streamlines Global CX Strategy With Genesys
How AI Analytics Can Improve Call Centre Performance
What Is an Inbound Contact Centre, and How Does It Work?
How AI Will Increase Training Needs for Colleagues
Do You Really Need a WFM System? Here’s Why You Might
Top 14 Cold Calling Scripts for Call Centres
Case Study: Utility Warehouse Reduces Costs With NICE
How Does AI Deliver Outstanding Customer Experience?
Master the CX Basics: Agent, Business, Customer Experience
Workforce Management Call Centre: How to Optimize Operations
Case Study: NatWest Group Transforms CX With Genesys
Evolution of CCaaS – What’s Next?
Five Ways AI Enhances Patient Experience in Healthcare
What Is a Cloud Contact Centre, and How Does It Work?
How to Balance the Cost to Serve With Agent Wellbeing
Case Study: Mike Morse Law Firm Boosts Efficiency With Zoom
What is an Omnichannel Contact Centre, and How Does it Improve CSAT?
Translating Manual Scorecards Into AI-Driven Auto Scorecards
Case Study: North Devon Council Reduces Abandonment Rates With Zoom
A Guide to Mean Opinion Score (MOS)
Case Study: Severn Trent Improves Contact Centre Efficiency With NICE
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Editor's Pick
The Best Ways to Deal With Last-Minute Time-Off Requests
What It Takes to Get Training Right in the Contact Centre
The 5-Star Customer Service Skills Your Team Really Need
Train New Agents in Just 30 Days
