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Articles by Guest Author

A selection of articles from contact centre industry experts

Healthcare concept

Case Study: NHS Foundation Trust Achieve 12% Call Reduction With Netcall

Distribution Lorries

Case Study: DSC Enhances Service Operations With Odigo

Future of Customer Experience Concept

The Future of CX: How AI Will Redefine Customer Experiences in 2025

Angry Customers Concept

Step-by-Step Guide to Handle Angry Customer Issues

A group of charity volunteers smiling

Easy Ways to Make Your Contact Centre More Charitable

Measuring CX Concept

Stop Guessing! Measure Your Way to CX Success

KPI Metrics dashboard

A Complete Guide to Call Centre Reporting Metrics

8×8 and CallCabinet Partner to Streamline Compliance

Distributed workforce management team concept

Managing a Distributed Workforce Management Team

Customer Journey Concept

Unleashing the Power of Customer Journey Orchestration

Stylish interior of living room with soft sofa and coffee table

Case Study: JYSK Achieves a CSAT Score of 4.6/5 With Puzzel

Quality Assurance Concept

Mastering QA in BPO: Best Practices and Essential Metrics

Healthcare provider putting 2 puzzle pieces together

Talkdesk & Epic Partner to Transform Healthcare Support

Trends for 2025

9 Contact Centre Trends for 2025

Call Centre Technology

Contact Centre Technology: Types, Benefits, and Trends

AI in healthcare concept with hand in gloves holding icons

The Future of Healthcare – 5 Innovative Solutions in Action

How AI Is Transforming Contact Centre Operations

Person fitting the last puzzel piece

Data Integration: The Awkward Truth in Contact Centres

Home camera system

Case Study: Wyze Saves $1.2M Annually on BPO Costs With Assembled

Teamwork concept with stacked people shapes supporting each other

Team Leader Experience (TLX) Explained

hand holding rocket over trendy yellow background

On Demand Webinar – Sharpen Processes for Better Engagement

Colourful housing illustration

Case Study: South Lakes Housing Achieved 96% Call Handling With Netcall

Digital Workflow Concept

5 Best Practices for Multi-Step Digital Workstreams

wooden figure with measuring tape

How to Measure CX in the Contact Centre