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Back Office Masterclass

Back Office Masterclass

Operational Effectiveness Workshop

Operational Effectiveness Workshop

Performance & Quality Workshop

Performance & Quality Workshop

Customer Contact Innovation Awards Gala Dinner 2018

Customer Contact Innovation Awards Gala Dinner 2018

Customer Strategy & Planning Conference 2018

Customer Strategy & Planning Conference 2018

Advanced Diploma in Customer Contact Planning & Management

Advanced Diploma in Customer Contact Planning &…

Advanced Certificate in Customer Contact Planning & Management

Advanced Certificate in Customer Contact Planning &…

8 Quick Ideas From the Domestic & General Contact Centre

8 Quick Ideas From the Domestic & General Contact…

2018 Customer Contact Innovation Awards Shortlist Announced

2018 Customer Contact Innovation Awards Shortlist…

What Does Good Customer Service Look Like?

What Does Good Customer Service Look Like?

Photos from the National Insight and Quality Conferences

Photos from the National Insight and Quality Conferences

12 Top Tips to Reduce Inbound Call Volumes

12 Top Tips to Reduce Inbound Call Volumes

17 Top Tips for Multichannel Customer Service

17 Top Tips for Multichannel Customer Service

MI & Performance Analysis Workshop

MI & Performance Analysis Workshop

20 Things Advisors Can Do to Improve the Customer Experience

20 Things Advisors Can Do to Improve the Customer…

Just Two Weeks Left to Nominate for the Customer Contact Innovation Awards

Just Two Weeks Left to Nominate for the Customer Contact…

34 Winners Announced at the 2017 National Awards

34 Winners Announced at the 2017 National Awards

Contact Centre Planning – Whose Job Is It Anyway?

Contact Centre Planning – Whose Job Is It Anyway?

Six Steps to Implement Annualised Hours in the Contact Centre

Six Steps to Implement Annualised Hours in the Contact…

Shortlist Announced at Finalist Days

Shortlist Announced at Finalist Days

10 Catchy Greeting Examples for Customer Service

10 Catchy Greeting Examples for Customer Service

The TUI Site Visit: Releasing potential: gain the attention of the board

The TUI Site Visit: Releasing potential: gain the…

Three Ireland Site Visit: Real-time & insight: the beating heart of a connected business

Three Ireland Site Visit: Real-time & insight: the…

Staples Site Visit: Workforce planning: engaging stakeholders Europe-wide

Staples Site Visit: Workforce planning: engaging…

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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

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

How To Forward a Voicemail on Any Device

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

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise