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Guest Blogs

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

Visualizing Mental Health in the Workplace

Mental Health Challenge: Technology’s Role in Supporting Agents

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Why Average Handle Time Still Matters

Plane with 5 gold starts behind it

7 Ways Contact Centre Software Elevates CSAT in Travel and Hospitality

Laptop with a customer satisfaction survey on it

How Contact Centre Leaders Can Drive CX Improvements Across Departments

LLM Written in bubble letters

The Ultimate Guide to LLMs in Contact Centres

Person drawing a arrow that goes up with the word patient satisfaction on it

CX in Healthcare: How to Improve Patient Satisfaction

Online support center with person in headset with bubbles and laptop

What Is Contact Centre Experience, and How Do You Improve It?

Speech analytics concept

Real-Time Speech Analytics: The Key to Better Agent and CX

Customer experience concept

Why Most Organisations Are Naked When It Comes to Customer Experience

Five faces on a pink background

CX Myth #5: Customers Care About Features

2 people pulling themself on iceburg jigsaw pieces

The Integrations Iceberg: Customization Is Sinking Your CX

Customer Data Platform concept

Want to get Agentic AI-Ready? Start With a Customer Data Platform

Robots playing music together

What Is Multi-Agent Orchestration? An Overview

Phone evolution image with the oldest phone on the left and the newest smartphone on the right

The Evolution of Contact Centre Technology

Hand selecting smiling face block from row of colorful emotion icons representing customer satisfaction

Interpreting CX Value: Lessons from Economic Impact Analysis

Hands holding a smartphone with a voice message

How to Forward a Voicemail on Any Device

Chatbot concept

Chatbot Analytics: Going Beyond the Basics to Improve Performance

API Software concept

How An API-First Design Empowers Cloud Contact Centres

AI speaks letters

Playbook for Deploying AI Voice Agents in Debt Collection

Customer data platform visualisation

Three Ways a Customer Data Platform Will Transform Your Business

Customer data sheet

CX Myth #4: The More Customer Data Tools You Integrate, The Better Your Stack

Smartphone call from unknown or stranger number

What Is Caller ID Spoofing? How To Spot, Prevent, and Guard Against It

Omnichannel concept

CX Myth #3: Omnichannel Means Offering More Channels

House with keys

Awaab’s Law and Housing Management Systems

Contact Centre Reports, Surveys and White Papers

Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies.

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Contact Centre Reports, Surveys and White Papers

Invites to Webinars & Events

Weekly Newsletter

Puzzel Demo 101 Box

Editor's Pick

Thumbnail What’s Really Ruining Empathy in Customer Service?

What’s Really Ruining Empathy in Customer Service?

Thumbnail Stop Driving Up Your Sickness Levels!

Stop Driving Up Your Sickness Levels!

Thumbnail How to Nail Your Outbound Strategy

How to Nail Your Outbound Strategy

Thumbnail The Little Things That “Make or Break” a Contact Centre

The Little Things That “Make or Break” a Contact Centre

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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