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Articles - Featured Articles

Find and explore our range of featured articles discussing the latest trends, challenges, and solutions in call centres.

A magnifying glass and wooden puzzle with question mark - probing questions to put together the puzzle concept

15 Examples of Probing Questions for Customer Service

Image showing a woman calculating the number of agents required

How to Calculate the Number of Agents Required in a Contact Centre

How to Calculate Contact Centre Service Level

Call centre agent - sneaky tricks employees play to avoid calls

20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls

Five9 Gartner MQ 2024 Box

Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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