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Articles by Guest Author

A selection of articles from contact centre industry experts

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Why the Future of WFM Is More Human Than Ever – And How AI Helps

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What Are AI Agentic Workflows? A Comprehensive Guide

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Why WFM Data Integration is Critical for Contact Centres

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Building Smarter Schedules to Enhance Efficiency

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AI Is Everywhere, but ROI Is Rare: Why CX Is Leading the Way

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Are Your CX Systems Helping You Move Faster – or Quietly Costing You?

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Case Study: HSBC Reduces Abandon Rates by 48% With Genesys

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Case Study: isp.net Achieves a 900% Increase in Performance Visibility With MiaRec

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5 Steps to Greatness With Contact Centre AI

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Understanding the Key Differences Between WFM and WFO

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What Is a Virtual Contact Centre?

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Are You Doing Enough to Empower Your Agents?

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A Guide to Contact Centre Sentiment Analysis & Measurement

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How to Close the BPO Quality Gap

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14 Skills Every Call Centre Agent Should Master

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5 Best Practices to Improve AHT in the Contact Centre

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AI in HR – Boosting Workforce Engagement and Retention

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Case Study: Seasalt Cornwall Increased Service Level With Peopleware

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6 Proven Ways to Improve Agent Productivity and Efficiency

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The Ultimate Guide to AI in Customer Service

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Contact Centre Management Best Practices & Strategies for Peak Performance

Evolution of AI Concept

A Brief History of AI in Customer Support

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Take Your Coaching Strategy to the Next Level

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AI Is Everywhere, But ROI Is Rare – Why CX Is Leading the Way