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Articles - Centrical

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Mastering Contact Centre Quality Assurance

Survey chapter - technology, metrics, channels and more 2023

Latest Trends in Technology, Metrics, and Channel Choice

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Ways to Make Working in a Contact Centre Fun

Capacity Planning Concept

The 2024 Guide to Contact Centre Capacity Planning

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The Call Centre Agent Performance Dashboard Guide

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Our Top Use Cases for AI in Customer Service

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Contact Centre Performance Challenges and How to Fix Them

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Tackle the 3 A’s – Absence, Agent Burnout, and Attrition

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14 Best Practices to Streamline Your Incoming Customer Queries

Call centre agents sat at desks

How to Use Workforce Management in Contact Centres

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What to Include in a Business Case for New Technology

Quality Assurance and Quality Control Concept with hands raised in the air and QA icons

Elevating Customer Satisfaction With BPO QA Essentials

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The Modern Approach to Quality Management

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Case Study: OVO Energy Boosts Engagement

12% of contact centres utilizing wellbeing technology

Only 12% of Contact Centres Utilizing Wellbeing Technology

Customer Strategy & Planning Conference

13 Things We Heard at the Customer Strategy & Planning Conference

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Gamification: A Definition and Overview

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Elevating Employee PX: The Nesting Stage

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Definition: What Is ChatGPT?

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2024 in Focus: Cost Savings With Frontline Employee Retention

How to Take Your Performance Management to the Next Level

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11 Powerful Gamification Techniques for Better Engagement

Call centre operators sat at desks in headsets

Demystifying SLA in Call Centres: A Comprehensive Guide

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Top Call Centre Coaching Techniques & Methods

Latest Reports

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Survey Report: What Contact Centres Are Doing Right Now (2023 Edition)