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Articles by Guest Author

A selection of articles from contact centre industry experts

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Case Study: Marston Holdings Reduces AHT With MaxContact

AI’s Role in Modern Customer Experience

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How Contact Centre AI is Transforming Workforce Performance & CX

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Your Contact Centre Training Guide for 2025

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What to Look For (and What to Avoid) When Buying WFM in 2025

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How Does Customer Service Automation Work?

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How to Limit Agent Burnout With Empathy-Led Leadership

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A 2025 Guide to Everything You Need to Know on Agentic Workflows

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6 Ways to Boost Your Hospitality Contact Centre With Gen AI

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Should You Use Conversational AI for Customer Service? The Total Guide

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Case Study: Charlie Bigham’s Boosts Efficiency with Netcall

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Why Does It Take so Long to Train and Onboard Staff?

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Case Study: Telmore Saves 400+ Hours a Month With Puzzel

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How to Practice Patience in Customer Service

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How MiaRec Customers Use Auto QA to Transform Their Business

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How AI Is Changing the Way Customer Service Works

AI powered QA

Build a Business Case for AI-Powered Call Centre QA

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Five AI Use Cases for WFM

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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?