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Articles by Guest Author

A selection of articles from contact centre industry experts

Human and robot joining 2 puzzle pieces together

New Research Highlights the Challenges of Future-Proofing

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Is Technology in the Workplace a Blessing or a Curse?

Wooden Blocks Spelling Trust with people blocks - building customer trust concept

10 Essential Building Blocks for Earning Customer Trust

AI in training concept with robot in graduation hat and desks

Five AI Use Cases for Agent Training

Mini shopping trolly with a stack of 5 blocks all with different emotions of faces on them

How Exceptional Ecommerce CX Builds Brand Loyalty

AI Robot Agent

AI Agents – Integrating AI Into Customer Service

The word unfair being transformed to fair on blackboard

Why “Fair” Remains a Crucial Topic in Meeting KPIs

The word Cost on descending step stairs of wooden cubes.

Proven Ways to Shrink Call Centre National Insurance Costs

Staffing concept

Why Overstaffing and Understaffing Hurt Your Bottom Line

People connecting on phones

What You Need to Know About The Omnichannel Contact Centre

Omnichannel concept

What is Omnichannel Customer Service?

A human and a robot racing

9 AI Challenges for CTOs-and How to Solve Them

Omnichannel Concept

Mastering Customer Expectations with Omnichannel Platforms

AI Robot Agent

AI Lets Humans Do What Humans Do Best

Human hand and robot hand touching a circle in the middle of a screen

The Future of CX Lies in ‘Human-Centered AI’

People put into different circles

Are You Overengineering Your WFM?

Smiling chatbot

Overcoming Barriers to Effective Chatbot Utilisation

Robot holding up 5 stars vector

How Contact Centre AI Transforms Agent and Client Experiences

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Stay on Top of Social Media Like a CX Pro

The word 'automated attendant' in the middle with different icons coming out

What Is an Auto Attendant, and How Does It Work?

Virtual robot agent

Your Guide to Creating Virtual Assistants That People Actually Like

AI Agent Robot

AI and Automation in Modern Call Centres

Robot hand pressing button

The Ultimate Guide to Contact Centre Automation

Workforce Planning Concept

The Case For WFM – Proving ROI and Impact