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Articles by Guest Author

A selection of articles from contact centre industry experts

WFM concept with person pointing at wooden figure

Workforce Management Built for E-Commerce Support Teams

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How Conversation Intelligence Software Brings Depth to QA

Contact Centre Agent on their headset

What Is a Softphone? Benefits + How It Works

The letters KPI on a notebook with a lock and key next to it

Putting the “Key” Back in KPI

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Are You Missing the Bigger Picture? Why Contact Centres Need a Broader Perspective on CX

AI chatbot assistant and human

Why Containment Is the Wrong Metric in AI Voice Automation

Chatbot concept

AI Is Reshaping Customer Support for Modern Retailers

Storage units inside building.

Case Study: National Storage Unifies 250+ Centres With Zoom

Sentiment analysis concept

What Is Customer Sentiment Analysis?

Hands on laptop keyboard with CRM and marketing icons like checklist, pie chart, gears, and chat bubbles in collage style on a textured blue background

How to Choose the Right Call Centre CRM

A person transforms into a horse and runs towards the year 2026

2026: A Transformational Year for the Contact Centre

Person messaging a online call centre agent

The 2026 Guide to Messaging That Converts and Retains

2026 Trends concept

No More Hype: Here Are the Trends Actually Shaping AI-First CX in 2026

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New Research Reveals Growing Role for AI in CX Operations

Five Star Luxury Hotel. Service bell on wooden table

How Hospitality Contact Centres Can Create Hyper-Personalized Guest Experiences

Voice assistant sound wave with smartphone mockup.

How Call Centre Speech Analytics Fits in Your QA Workflow

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Case Study: Cricut Reduced Abandonment Rates by 90% With Zoom

Robot pointing to a smiley face

CX as a Profit Centre: The ROI of AI-Driven Experience Management

Hand holding wooden cube block arranging processing management on yellow background

Why BPMN May Not Work for Your Process Mapping Needs

How to Address the Top 5 Contact Centre Scheduling Problems With WFM Tech

Businessman working on laptop to Document management by ai artificial intelligence process to planning information data.

How to Choose the Right IDP Tool for Your Organization

customer experience technology

How CX Intelligence Drives Better Decisions and Unlocks Growth

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Case Study: A Major US Utility Company Saves $250K With Creovai

CX Transformation

Digital Transformation: Your Step-By-Step Guide

MiaRec AI Reality Check Toolkit box

Editor's Pick

Thumbnail 7 Ways to Cut “Dead Wood” in the Contact Centre

7 Ways to Cut “Dead Wood” in the Contact Centre

Thumbnail How to Unite Your QA and Frontline Teams

How to Unite Your QA and Frontline Teams

Thumbnail New Ways to Help Agents Build Rapport

New Ways to Help Agents Build Rapport

Thumbnail Top Contact Centre Predictions for 2026

Top Contact Centre Predictions for 2026

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

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