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IVR Testing Explained

IVR Testing Explained

Owen’s leadership course in Chennai

Owen’s leadership course in Chennai

The Long-Term Benefits of Quality Assurance

The Long-Term Benefits of Quality Assurance

How to Monitor Quality in the Contact Centre

How to Monitor Quality in the Contact Centre

The Rise of the Multi-Skilled Agent

The Rise of the Multi-Skilled Agent

Why Emotion Is the New Frontier in Customer Relations

Why Emotion Is the New Frontier in Customer Relations

How Will GDPR Affect the Call Centre Industry – 8 Steps to Take Now

How Will GDPR Affect the Call Centre Industry – 8…

Ten Top Tips for Improving Your Web Chat Service

Ten Top Tips for Improving Your Web Chat Service

Contact Centre Scheduling: 2 Simple Methods to Measure Efficiency

Contact Centre Scheduling: 2 Simple Methods to Measure…

Call Centre Quality Assurance Guidelines & Tips

Call Centre Quality Assurance Guidelines & Tips

20 Contact Centre Leaders Reveal Their Most Significant Quality Problem

20 Contact Centre Leaders Reveal Their Most Significant…

25 Ways to Improve Your Customer Satisfaction Surveys

25 Ways to Improve Your Customer Satisfaction Surveys

Millennial

Millennial

Happy 15th Birthday, Call Centre Helper

Happy 15th Birthday, Call Centre Helper

10 Steps to Contact Centre Excellence

10 Steps to Contact Centre Excellence

14 Live Chat Best Practices for Better Customer Support

14 Live Chat Best Practices for Better Customer Support

Finding Harmony Between Human and Artificial Intelligence

Finding Harmony Between Human and Artificial Intelligence

Going the Extra Mile in Customer Service

Going the Extra Mile in Customer Service

The CEO Interview: Mark Walton at Sensée

The CEO Interview: Mark Walton at Sensée

A Step-by-Step Guide to Contact Centre Benchmarking

A Step-by-Step Guide to Contact Centre Benchmarking

Turning Contact Centre Agents Into Storytellers

Turning Contact Centre Agents Into Storytellers

Call Monitoring – Understanding this Tool in the Call Centre

Call Monitoring – Understanding this Tool in the Call…

Anatomy of a Good Call – Measurement

Anatomy of a Good Call – Measurement

5 Ways to Beat the Sunday-Night Blues

5 Ways to Beat the Sunday-Night Blues

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

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Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

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Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

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How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

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