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Articles by Guest Author

A selection of articles from contact centre industry experts

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How to Build High-Performing Teams With AI Coaching

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What Is a Self-Service Knowledge Base?

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3 Expert Strategies to Engage Employees in Contact Centres

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5 CX Shifts Happening Faster Than You Think

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

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The Challenges and Opportunities CIOs Face Today

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

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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

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Case Study: EVPassport Reduces ASA by 9 Minutes With Crescendo

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Generative AI in Call Centres: Use Cases, Benefits, and Best Practices

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How AI Is Transforming Workforce Scheduling

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Case Study: Zettle by PayPal Reduced Agent Training Time by 50% With UJET

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How to Repair Your Broken Contact Centre Processes

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7 Reasons AI QA Fails in the Contact Centre

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Preventing Voice Fraud in the Contact Centre

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Case Study: IDEO U Increased CSAT by 34% With Crescendo

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AI Hype vs. Business Reality: The Race to Meaningful Implementation

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Contact Centres as the AI Frontline

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Case Study: AAA Northeast Reduced Training Time With Upland Software

On-Prem vs Hybrid concept

Cloud vs. On-Prem vs. Hybrid Contact Centres: What’s Right for You?

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Case Study: Global Touring Reduces ASA by 30% With SequenceShift

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How Retailers Can Win in the Era of Instant Decisions

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The Ethics of AI in Customer Experience: Balancing Innovation With Privacy

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Editor's Pick

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?

Thumbnail Stop Driving Up Your Sickness Levels!

Stop Driving Up Your Sickness Levels!

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

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