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Service
Contact centres
Contact centres
Self-service
3rd Mar 2020
Find the balance of live agents & self-service
by
Ermir Shakaj
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Contact centres
10th Mar 2020
The evolution of analytics in the contact centre
by
Peter Dorrington
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1
Contact centres
19th Feb 2020
Final call for entries for Contact Centre Awards
by
CCMA (Call Centre Management Association)
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Contact centres
17th Feb 2020
S2 Ep3: What will customer service look like 2030?
Contact centres
11th Feb 2020
Can the gig economy save service and the climate?
by
Megan Neale
Contact centres
16th Jan 2020
Service's big opportunity is also its main threat
by
Neil Davey
Contact centres
31st Dec 2019
Sponsored
9 ways call centre data can improve engagement
by
Guest Contributor
Employee engagement
13th Dec 2019
Why tools & tech CAN tackle employee engagement
by
Ermir Shakaj
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Contact centres
12th Dec 2019
2019: Customer service trends in the age of rage
by
Neil Davey
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3
Contact centres
4th Dec 2019
Blend humans & automation for positive disruption
by
Neil Russell-Smith
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Contact centres
29th Nov 2019
Service teams bemoan CX impact of bad tech
by
Cath Everett
Contact centres
17th Dec 2019
Does your chatbot speak in its native tongue?
by
Nastasya Savina
Contact centres
21st Nov 2019
How agents can stay relevant during digitalisation
by
Vit Horky
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Report
Sponsored
Turn your contact centre agents into CX heroes
Contact centres
12th Nov 2019
Firms fear service staff skill shortages for 2020
by
Cath Everett
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Contact centres
1st Nov 2019
Quitting sex preferable to calling service - study
by
Ryan Lester
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Webinar
Sponsored
Start your contact centre’s digital transformation
Webinar
Sponsored
New research: contact centre benchmarking stats
Contact centres
22nd Oct 2019
Foul-mouthed phonecalls harming agent morale
by
Cath Everett
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2
Whitepaper
Sponsored
Five myths about Workforce Management
Contact centres
26th Nov 2019
Infographic: The CX trends impacting call centres
by
Chris Ward
Contact centres
7th Oct 2019
Frustrated service agents call for chatbot support
by
Cath Everett
Contact centres
10th Oct 2019
How to introduce agent self-scoring evaluations
by
Jaime Scott
Whitepaper
Sponsored
Delivering exceptional service – a 2019 guide
Whitepaper
Sponsored
11 reasons why customer service chatbots fail
Contact centres
11th Jul 2019
ECCCSAs close 12 July: It takes 1 hour to enter
by
CCMA (Call Centre Management Association)
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Contact centres
19th Jul 2019
Why it's time to change our call centre metrics
by
Jeff Gallino
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6
Report
Sponsored
Mid-sized call centres: a digital-first approach
Report
Sponsored
How to optimise your contact centre efficiency
Contact centres
24th Jun 2019
Can AI aid contact centres with whisper coaching?
by
NewVoiceMedia
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Contact centres
12th Jun 2019
What do analytics-led contact centres look like?
by
Jeff Berg
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1
Contact centres
18th Apr 2019
Lessons from Tesco Mobile's VoE programme
by
Neil Davey
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