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Inspiration, ideas and tips to help you delight your customers and take customer experience to new heights.

Boost your CX maturity through digital transformation

Boost your CX maturity through digital transformation

Today’s contact centres must provide a wide selection of customer touchpoints without increasing costs or agent workloads. As such, digital transformation has become imperative for contact centres. Digital transformation is
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How contact centre technology brings people together

How contact centre technology brings people together

Your contact centre is more than a factory for providing advice and solving problems. No longer are contact centres voice-driven departments whose goal is to get people off the phone
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7 tips for choosing the right contact centre solution

7 tips for choosing the right contact centre solution

Choosing the right contact centre solution can feel like a big task. There are many factors to consider, such as the needs of your contact centre, agents, leadership team and
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6 reasons for conversational AI in contact centres

6 reasons for conversational AI in contact centres

Your contact centre is a busy place. You might have call queues out the virtual door on any given day, and not every customer query will be worth this long
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contact-centre-data

Driving improvements with contact centre data and reporting

Data is the new gold! And so much data flows in and out of contact centres every day. Call volumes, average handle time (AHT), customer sentiment, first call resolution rate,
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Keeping the human touch in your contact centre CX solutions

Keeping the human touch in your contact centre CX solutions

Contact centre technology has changed the nature of customer experience (CX). It has reduced the number of agents needed in a contact centre at any one time, improved customer experience
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CASE STUDY

Phoenix Health Fund Transforms CX with Premier Contact Point