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Guest Blogs

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

Contact us and call center customer service concept, Icon mobile phone, email envelope, telephone and e-mail address

Multichannel Call Centre Basics

Call centre agents sat at desks

What Comes First, CCaaS or WEM?

A rocket flying out of laptop screen on black background

Setting Up for Success With Digital Self-Service Initiatives

Gamification concept, gaming technology in business and learning

CRM Gamification: Everything You Need to Know 

Quality concept with stamp in office

What Is Quality Assurance and Why Does It Matter?

Legal concept with justice scales

FCA Consumer Duty Summary

Phone surrounded by contact channels

“Channelling” the Best Channel Strategy

Hand stopping downward arrow on inflation chart

Stalling Stagnation With Smart Solutions

Aerial drone sunrise view of suburban houses

How Can Housing Associations Deliver?

Facts vs myths symbol. Concept words Facts vs myths on wooden blocks on a beautiful blue table blue background

The Myths of Artificial Intelligence

Person working in call centre, surrounded by colleagues

What Agents Experience in a Work Environment

Analysis of recorded telephone conversation concept, with a graphic interpretation of recording of telephone business conversations.

Does Your Call Recorder Prime or Prevent Analytics?

Customer Experience, CX Concept, rating for satisfaction of product and service, miniature people staffs building the word CX

Top CX Stats to Know in 2023

Red origami paper fish changing direction while swimming ahead of line of blue fish.

A New Path for IT Professionals

Magnifying glass and hourglass. Search for time and resources.

How to Reduce AHT and Improve CX

Person holding happy smile face on background amazing sunset

Employee Engagement Surveys and Employee Wellbeing

Hands counting to seven

Outsourcers: 7 Strategies for WFM Success

Wooden circles with arrows pointing in opposite directions.

The Ups and Downs of AI in Call Centre QA

Blue arrows missed hitting target mark - inaccuracy concept

How Yesterday’s WFM Paradigms Are Creating Silos of Inaccurate Data

Billiard pool game nine ball with cue and nineball balls set up on billiard table

Top 9 KPIs to Measure Call Centre Productivity

A message bubble with an email icon in the middle

Email vs Messaging: The Search for Better CX

Scissors cuts word COSTS

7 Ways to Reduce Costs in Your BPO Contact Centre

Change and growth concept with a dandelion shedding seeds

Layoffs Here, Reductions There, Staff Changes Everywhere

Number three glowing in the dark, pink blue neon light

The Third Era of AI is Upon Us