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Intrado

Discover and explore our Intrado (previously known as West Unified Communications) content collection, including articles, blogs, news stories, case studies, resources and more.

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What Does Good Customer Service Look Like?

What Does Good Customer Service Look Like?

Top 20 Examples of Rapport Building Statements

Top 20 Examples of Rapport Building Statements

30 Strategies for Improving Agent Productivity

30 Strategies for Improving Agent Productivity

43 Things You Should NOT Do With Your IVR Messages

43 Things You Should NOT Do With Your IVR Messages

16 Ways to Improve Your Net Promoter Score (NPS)

16 Ways to Improve Your Net Promoter Score (NPS)

Top Tips for Improving Contact Centre Shrinkage

Top Tips for Improving Contact Centre Shrinkage

How to Forecast With Limited Data

How to Forecast With Limited Data

14 Ideas for Providing a Memorable Customer Experience

14 Ideas for Providing a Memorable Customer Experience

A Guide to Call Routing in the Contact Centre

A Guide to Call Routing in the Contact Centre

What Is the Best Way to Measure First Contact Resolution?

What Is the Best Way to Measure First Contact Resolution?

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Top Stories

What’s Really Compromising Empathy in Customer Service?

How to Thrive Through Seasonal Peaks

Stop Driving Up Your Sickness Levels!

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

Upcoming Events

9th October 2025

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

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports