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Articles - Susannah Richardson

10 Ideas for Increasing Your Understanding of the Customer

15 Common Broken Processes in Contact Centres

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14 Ideas for Providing a Memorable Customer Experience

Why Should Contact Centres Invest in Artificial Intelligence?

How Can I Monitor Quality Across all Contact Centre Channels?

13 Ways Technology Can Improve Employee Engagement

How Can Technology Prevent Understaffing?

16 Things Your Contact Centre Might Be Getting Wrong

8 Ways to Improve Chatbots and Boost Customer Satisfaction

Which Technologies Give the Best Return on Investment (ROI)?

10 Techniques to Reduce Time Spent on ID and Verification

21 Smart Ways to Improve Webchat

14 Ways to Improve Security for Customers

Make telesales people More Productive

25 Tips to Make Your Telesales People More Productive

How Can These Four Technologies Reduce Costs in the Contact Centre?

11 Tips to Create and Maintain Loyal Customers

10 Contact Centre Technology Predictions for 2017

22 Ways Technology Can…. Exceed Customer Expectations

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Mistakes to Avoid… Call and Contact Routing

touching digital brain

What’s Next With… Smarter Ways of Working?

What Is a CRM System and How Can It Improve Contact Centre Performance?

What’s Next With… Multichannel?

How Will the Internet of Things Change the Contact Centre?

How Do I… Remove Average Handling Time (AHT) as an Agent Target?