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Articles - Magnus Geverts

Magnus Geverts, VP Product Marketing, Calabrio

Connect with Magnus on LinkedIn

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32 Call Centre KPIs That You Need to Track (And Why!)

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14 Best Practices for Maximizing Your Service Level

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Need to Reduce Call Transfers? Try These Approaches

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17 Resource Planning Tools and Techniques You Should Know

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17 New Ways to Improve Schedule Adherence in the Contact Centre

Call Centre Pain Points

What Are the Main Call Centre Pain Points, and How Can They Be Solved?

Super-Agents: The Top Ten Qualities of Great Contact Centre Agents

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16 Contact Centre Technology Innovations That You Can’t Ignore

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15 Inventive Strategies to Increase Customer Satisfaction (CSAT)

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Is Your Scheduling in Need of an Overhaul? Try These 8 Top Tips

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The 26 Principles of Good Customer Service

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True Cloud vs. Fake (Hosted) Cloud

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20 Great Ways to Drive Down Customer Complaints

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14 New Uses for AI to Improve Your Customer Service

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Time-Saving Hacks for Quality Monitoring

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What Is Exceptional Customer Service?

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The Dos and Don’ts of Automated Assistants in the Contact Centre

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Why Is Omnichannel Customer Service Important?

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What Are the Key Call Centre Technologies?

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What to Look for When Buying a Cloud Communications System

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Customer Experience Management (CEM) – The Latest Thinking in Looking After Customers

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How Are Customer Expectations Changing and What Does That Mean for Us?

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Contact Centre Predictions for 2023

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15 Contact Centre Homeworking Problems and How to Overcome Them