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Articles by Guest Author

A selection of articles from contact centre industry experts

Bus public transport

Case Study: Peak Demand Delivers Faster Service With Synthflow

SaaS Concept

How Call Centre SaaS Helps SMBs Compete

Robot pointing to happy face

The Definitive Guide to Customer Experience Automation

A aeroplane on a yellow background

Case Study: British Airways Reduced Workloads by 22% With Sabio

Call centre employee looking at computer with padlock

7 Methods to Verify the Identity of Your Callers

Customer satisfaction meter

How to Deliver the Next Level of Experience

Smiling chatbot on blue and yellow background

What Is Agentic AI? Understanding the Next Leap Forward

Robot touching a digital screen that says 'Quality' on it

Auto QM Demystified – What You Need to Know

Person training call centre agents

9 Core Pillars to Master Call Centre Management

Hyper personalisation concept

Hyper-Personalization and the Power of More in CX

Entrance to a hometown city hall

Case Study: Council Cuts Abandoned Calls by 17% With Netcall

Healthcare concept

Case Study: Medbelle Boosts Patient Satisfaction 25% With Synthflow

Robots laying out 5 stars

Laying the Groundwork for Agentic AI in CX

Businessman giving rating to new computer application on color background

How Smarter Data Can Transform Customer Experience

SaaS platform

Case Study: SupportZebra Powers Scalable and Secure Content Moderation

A broken down robot with the word 'error' over the top

What High-Profile AI Blunders Can Teach Us

A notepad with the word outsourcing on it on a yellow background

7 Ways Outsourcing Helps You Stay Agile

Contact Centre technology on wooden blocks

The Basics – A Guide to Contact Centre Technology

Work smarter, not harder Text written on notepad page, glasses, pen, stationery on yellow background.

Help Your Agents Work Smarter – Not Harder

Data report charts

Workforce Management Benchmark Report 2025: Six Key Insights

automated document management icon

How AI Elevates IDP from Useful to Unstoppable

5 golden stars with a orange background

Crowdsourcing Brand Loyalty – How Social Media Impacts CX

AI-CRM solution concept

AI-Enhanced CRM – Benefits and Implementation

Close up of robot doctor with stethoscope

AI in UK Healthcare – Empowering Better Patient Experiences

babelforce Hate Call Queues Box

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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