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Guest Blogs

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

Low hanging fruit on a branch

Quiet Quitters: A Supervisor’s Low-Hanging Fruit

Team of technical support agents working in office. Concept of outsourcing

Why Do Companies Outsource Call Centres?

Customer Experience Concept, Happy person holding digital Tablet with a checked box on Excellent Smiley Face Rating

Experience Management: Definition & Strategies

A happy agent working in a call centre.

A Common-Sense Approach to Employee Engagement

A hand drawn graph showing improvement

10 Strategies to Improve Agent Productivity

Banking concept with happy piggy bank

Banking and WFE: Preparing for the Future

International language translation search concept with magnifying glass.

How Real-Time Chat Translation Delivers Better CX

Robotic Process Automation RPA theme with icons

Choosing the Right RPA Solution

Retail concept with Trolley cart and colorful paper shopping bags on yellow background.

Simplifying the Retail Customer Experience

Three fingers pointing at three lightbulbs - information and ideas concept

A Primer on ChatGPT, LLMs, and Generative AI

Landline phone with headset and keypad

Predictive Dialling – Staying Profitable and Legal in 2023

Customer rating with hand choosing five star smiley face

7 Tips for Customer Experience Success

Piggy banks with ratings on the desk.

Are Banks Doing Enough to Deliver Great CX?

A business team using computer for an online meeting in video call.

Tips for Managing a Call Centre From Home

Hand holding tablet with graphs

Call Centre Forecasting Methods: How to Forecast Workload

Digital hand sets location on map with two pins.

How Contact Centres Can Improve the Digital Customer Journey

Dissolving orange alarm clock. Reducing time concept

5 Tips for Reducing Wait Times in Call Centres

AI powered tools concept. AI adoption for predictation, forecasting, decision making, automation process, optimize operations and increase productivity and efficiency, improved job satisfaction.

Generative AI Is Dominant Midyear Trend of 2023

Levelling up concept with people going up blocks

11 Powerful Gamification Techniques for Better Engagement

Two head silhouettes positioned back-to-back, overlaid with various sized semi-translucent numerals and math symbol shapes.

The Right Customer Service Metrics for Success

A person holding a key with connected network lines around it

360 Communications Alleviate Insurance Exhaustion

ChatGPT concept with laptop and icons

GPT-4 and the Customer Service Agent of the Future

Ai connection and automation concept with digital head and speech bubbles

Inside the AI Automation Revolution

A painting of a clock

The Art of Call Centre Scheduling: A Balancing Act