Articles

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  January 15, 2021 • 45

  Are people the new disruptors in customer experience?

  Ernest Hemingway once counselled that it is important to “listen completely” when people talk. Most people, he said, never listen in the first place. Strange though it seems to take advice from a novelist in the context of the customer journey, there is much to be said about the human capacity to empathise. And empathy [&hellip...

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Blog

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  October 9, 2020 • 996

  The Post-Covid Contact Centre: Are You Ready to Embrace Changing Customer Contact?

  When the world changes, we can either try to deny it, or we can embrace it. The impact of COVID-19 will no doubt be far-reaching, bringing change to all aspects of society. But in the world of contact centres, that change has already taken place. Let’s face facts, COVID-19 has forced unprecedented change upon businesses [&hellip...

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  June 23, 2020 • Blog • 1916

  The future of the contact centre post Covid-19

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  February 17, 2020 • Blog • 2392

  How to motivate call centre teams with instant reward

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