Contact centres

Self-service

Find the balance of live agents & self-service

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Contact centres

The evolution of analytics in the contact centre

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Call centre evolution analytics
Contact centres

Final call for entries for Contact Centre Awards

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Contact centres

S2 Ep3: What will customer service look like 2030?

2030
Contact centres

Can the gig economy save service and the climate?

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Gig economy earth
Contact centres

Service's big opportunity is also its main threat

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Robot
Contact centres
Sponsored

9 ways call centre data can improve engagement

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Data analytics
Employee engagement

Why tools & tech CAN tackle employee engagement

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Contact centres

2019: Customer service trends in the age of rage

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Age of rage
Contact centres

Blend humans & automation for positive disruption

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Contact centres

Service teams bemoan CX impact of bad tech

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Overloaded CX technology
Contact centres

Does your chatbot speak in its native tongue?

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Chatbot
Contact centres

How agents can stay relevant during digitalisation

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Report
Sponsored

Turn your contact centre agents into CX heroes

CX Heroes
Contact centres

Firms fear service staff skill shortages for 2020

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Customer service skills
Contact centres

Quitting sex preferable to calling service - study

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Webinar
Sponsored

Start your contact centre’s digital transformation

call centre
Webinar
Sponsored

New research: contact centre benchmarking stats

call center
Contact centres

Foul-mouthed phonecalls harming agent morale

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Whitepaper
Sponsored

Five myths about Workforce Management

CAll cenre
Contact centres

Infographic: The CX trends impacting call centres

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Crystal ball
Contact centres

Frustrated service agents call for chatbot support

by
Robot
Contact centres

How to introduce agent self-scoring evaluations

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Agent self-scoring
Whitepaper
Sponsored

Delivering exceptional service – a 2019 guide

Customer experience guide
Whitepaper
Sponsored

11 reasons why customer service chatbots fail

chatbot
Contact centres

ECCCSAs close 12 July: It takes 1 hour to enter

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Contact centres

Why it's time to change our call centre metrics

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Contact centre agent
Report
Sponsored

Mid-sized call centres: a digital-first approach

contact centre
Report
Sponsored

How to optimise your contact centre efficiency

call center
Contact centres

Can AI aid contact centres with whisper coaching?

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Contact centres

What do analytics-led contact centres look like?

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Analytics
Contact centres

Lessons from Tesco Mobile's VoE programme

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speak listen Voice of the Employee

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