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What Is CSAT? Definition, How to Measure CSAT, and Tips From Experts

What Is CSAT? Definition, How to Measure CSAT, and Tips…

Real-Time Management vs. Intraday Management

Real-Time Management vs. Intraday Management

UK National Contact Centre Awards 2018 – Winners Announced

UK National Contact Centre Awards 2018 – Winners Announced

Follow These Guidelines to Stay Compliant With New Ofcom Rules

Follow These Guidelines to Stay Compliant With New Ofcom…

3 Strategies for Developing Call Centre Quality Assurance Guidelines

3 Strategies for Developing Call Centre Quality…

How Artificial Intelligence Can Improve Knowledge Management

How Artificial Intelligence Can Improve Knowledge…

Digital Transformation: Why Your Business Needs to Embrace the Cloud

Digital Transformation: Why Your Business Needs to…

8 Benchmarks for Improving Live Chat Performance

8 Benchmarks for Improving Live Chat Performance

How to Better Capture Voice of the Customer Feedback

How to Better Capture Voice of the Customer Feedback

Introducing Automated Quality Assurance Technology

Introducing Automated Quality Assurance Technology

When Will Blockchain Technology Enter the Contact Centre?

When Will Blockchain Technology Enter the Contact Centre?

Social Engineering and Fraud in the Contact Centre

Social Engineering and Fraud in the Contact Centre

The CEO Interview: Tiago Paiva at Talkdesk

The CEO Interview: Tiago Paiva at Talkdesk

Get Off My Desk! Is Someone Vying for Your Job?

Get Off My Desk! Is Someone Vying for Your Job?

The Ultimate Guide to Average Speed of Answer (ASA)

The Ultimate Guide to Average Speed of Answer (ASA)

25 Tips for Effective Data Visualisation

25 Tips for Effective Data Visualisation

Photos From Red Nose Day 2017

Photos From Red Nose Day 2017

5 Contact Centre Automation Examples

5 Contact Centre Automation Examples

The Best Way To Measure Call Centre Quality Assurance Metrics

The Best Way To Measure Call Centre Quality Assurance…

7 Tips to Build Effective Quality Assurance Scorecards

7 Tips to Build Effective Quality Assurance Scorecards

Playing Sports At Work Could Not Only Keep You Healthy But Improve Your Productivity As Well

Playing Sports At Work Could Not Only Keep You Healthy…

Understanding the Use of Emotion and Logic in Sales

Understanding the Use of Emotion and Logic in Sales

10 Ways to Reduce Repeat Calls in Your Contact Centre

10 Ways to Reduce Repeat Calls in Your Contact Centre

10 Essential Techniques to Handle an Angry Customer

10 Essential Techniques to Handle an Angry Customer

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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

Resources

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

Research: The Future of AI-Powered Experiences

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9th October 2025

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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