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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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Case Study: Refuge Saves 75 Hours Per Week in Agent’s Time With Genesys
Case Study: Radisson Hotel Group Reduces AHT by 17% With Puzzel
7 Customer Experience Trends for Businesses in 2025
The Power of Hyper-Personalized Customer Service in Retail
Your Essential Call Centre Compliance Checklist
Boosting CX With Technology – A Low-Code Approach
Case Study: Sydney Film Festival Saves 81% on Costs With Zoom
How to Use Contact Centre Speech Analytics
How to Improve Quality Parameters in BPO
Case Study: Poshmark Increases Productivity by 15% With Assembled
17 Customer Success Metrics to Track in 2025
What Is a Customer Satisfaction Score?
5 Futuristic Use Cases for Retail CX
Empowering Customer Service Agents in a Tech-Driven World
How to Build an Effective Employee Experience Strategy
16 Inbound Call Centre Metrics + How to Improve Them
Case Study: ForHousing Enhances Tenant Experience With Netcall
How (Most) AI Support Tools Are Priced
What Is An Omnichannel Customer Experience and Why Is It Important?
Using AI to Measure What Really Matters in CX
Case Study: Mersey Care NHS Foundation Trust Increases Call Volumes With Calabrio
How to Create Meaningful Opportunities for Agents
What Are the Key AI-Powered Innovations for 2025?
Case Study: Nestlé Reduce IT Tickets by 83% With Genesys
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Editor's Pick
How to Practice Patience in Customer Service
The Worst Examples of Saying “Sorry” to Customers
15 Award-Winning Ideas from Teleperformance Contact Centre
Top Tips for Digital Channels – Forecasting and Scheduling
