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Guest Blogs

Highlights of our guest posts from our collection of contact centre industry experts.

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QStory and NatWest Improve Customer and Colleague Experience

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RPA vs. AI & NLP: What’s the Difference?

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How to Measure CSAT Without Surveys

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WEM or WFO? What’s the Difference, and Why Does It Matter?

ai vs human concept

Will Customer Service Leaders Become the Next “AI Strategists”?

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How Does AI Improve Contact Centre Efficiency?

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Skills-Based Workforce Planning: Get the Gain Without the Pain!

Call centre vs contact centre concept

The Top Differences Between Call Centres and Contact Centres

DORA Act graphic

DORA’s Knocking: Will Financial Services Organisations Weather the Storm?

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How Can Automatic Number Identification Benefit Contact Centres?

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How to Extract Valuable Insights With Text Analysis

Sentiment analysis on blocks

NLP-Based vs. LLM-Powered Sentiment Analysis

Customer experience concept

How Does Hyper-Personalization Improve CX?

contact centre software concept

What Is Contact Centre Software, and How Does It Work?

Have Babelforce Gone Mad? Why Are They Organizing Their Own CX event?

Robotic Hand Using Laptop With Pink Piggybank On Keypad

How Technology Is Changing the Financial Services Industry

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How AI Will Increase Training Needs for Colleagues

Virtual assistant concept

Why You Should Consider Adopting a Virtual Agent

3D Data analytics on different devices phone or laptop

5 Considerations When Choosing a Tech Stack for Your Contact Centre

Time scale comparing the differences between generations

Tailoring Customer Service for Every Generation in EGaming and Sports Betting

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A Guide to Mean Opinion Score (MOS)

Cloud Computing Concept

What Is a Cloud Contact Centre, and How Does It Work?

Skill based routing concept

What Is Automatic Call Distribution (ACD)?

AI in healthcare concept

Five Ways AI Enhances Patient Experience in Healthcare