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Articles by Guest Author

A selection of articles from contact centre industry experts

Myths vs facts

Contact Centre AI Myths vs. Reality

A man holds a red cross on top of an hourglass.

Should You Ditch AHT as an Agent Performance Metric?

Risk management crisis analysis concept.

New BSI Standard Released on Suicide and the Workplace

cloud concept servers

Is a Hybrid Contact Centre the Best of Both Worlds?

Robot hand touching a screen that says 'productivity' on it

3 Ways AI Can Boost Your Contact Centre Productivity

Dog walker

Case Study: Wag! Reduced Average Wait Time by 50% With UJET

Male working on his laptop with a headset on

Case Study: Aquarius Delivers Important SLAs With Creovai

Person shrugging their shoulders with a tv on their head that has a robot on it

What’s Next for AI in Business?

Girl reading a book

12 Takeaways to Improve Self-Service Adoption

Pop out card

Case Study: Lovepop Improves CSAT Score to 94% With Crescendo

Balance concept with hand holding scales

Is It Really Possible to Balance Efficiency With Empathy?

Quality Management Concept

Why Traditional QM is Breaking Down in the Modern Contact Centre

Hand holding balancing scales with the word cx and ex on either side

5 Actions You Can Take to Balance CX and EX

A watch with the words no time - not having time concept

How to Fight the “We Don’t Have Time” Mindset

Robot holding pen up to whiteboard - AI coaching concept

How to Build High-Performing Teams With AI Coaching

Computer surrounded by books

What Is a Self-Service Knowledge Base?

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3 Expert Strategies to Engage Employees in Contact Centres

5 stars on a green background with a magnifying glass

5 CX Shifts Happening Faster Than You Think

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Case Study: The Straumann Group Decreases Their AHT With Upland Software

Colorful square papers with wooden white letters for the acronym word CIO means Chief Information Officer

The Challenges and Opportunities CIOs Face Today

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Case Study: Automotive DMS Company Saved $23,000 With Creovai

Robot hand holding a circle that has a voice symbol on it

The Return of Voice: AI’s Unlikely Role in Shaping the Future of CX

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How Knowledge Management Improves First Contact Resolution Rates

EV Charging Station

Case Study: EVPassport Reduces ASA by 9 Minutes With Crescendo

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Editor's Pick

Thumbnail Turn a Bad Team Leader Into a Good Team Leader

Turn a Bad Team Leader Into a Good Team Leader

Thumbnail Which Soft Skills Do CX Leaders Really Need?

Which Soft Skills Do CX Leaders Really Need?

Thumbnail 7 Ways You’re Punishing Your Best Agents Right Now

7 Ways You’re Punishing Your Best Agents Right Now

Thumbnail What’s Really Ruining Empathy in Customer Service?

What’s Really Ruining Empathy in Customer Service?

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

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