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Articles by Guest Author

A selection of articles from contact centre industry experts

Bad service concept with one star and unhappy face

What Is Bad Customer Service and How Do You Spot It?

Hand leading global network connection

Case Study: Company Improves Global Call Quality

Virtual intelligent assistant consulting, customer online support concept

What Are Virtual Agents? Benefits and Getting Started

Smiling call centre agents

How to Improve Staff Wellbeing and Engagement

Top view of a blank white speech bubble and hand holding a magnifying glass on a blue background.

Businesses Facing More NLP Challenges Than Expected

gold star trophy against rainbow sparks background

Sensée and Bupa Homeworking Team Scoops Outsourcing Prize

Communication Concept with speech bubbles in centre

UC: the Power Behind Business Agility and Transformation

Global digital concept with earth in lights

Rentokil Initial Embarks on CX Project With Sabio

Self service concept with chatbot and customers

The Self-Service Revolution

Person holding number nine and being happy

Top Nine Skills of a Successful Call Centre Agent

Magnifying glass and piggy banks with yellow stars on gray background.

Genesys Reveals Investment in CX Strategies Needed From Banks

Textured arrows pointing up

6 Human-Centric Ways to Improve Call Centre Agent Productivity

Complaint concept illustration with call operator

Complaint Handling in Your Contact Centre

Virtual Assistant. Hand touching chatbot robot icon on digital screen

Are Virtual Assistants Part of Your Workforce?

Happy person with phone - good service concept

Don’t Play Catch-up With CX: Go From Reactive to Proactive

Hand working with a Cloud Computing diagram

8 Ways Cloud Unified Communications Lowers TCO

Clouds shaped like a Crown.

Cyara Placed on Crown Commercial Service’s G-Cloud 13

Partnership concept with hands connecting puzzle pieces

HybrIT Partners With Enghouse Interactive

Data analyst pointing with finger at charts on computer monitor while testing computer systems

How Mature Is Your Test Automation Program?

Several people hold big heart puzzle symbol on their hands

The H.U.M.A.N.E Approach to CX

Person working at home using laptop computer

Do New Hybrid Work Policies Meet Requirements?

Balloon, gift box and shopping bag surrounded by colorful balls

Why Preparing for Black Friday Is Even More Important in 2022

plasticine speaker standing on podium standing out from crowd

Cognigy Named on the Constellation Shortlist for Conversational AI

Green Human Figure Stopping Wooden Dominos Blocks

15 Damage Control Techniques for Call Centre Agents

Scorebuddy CX Awards V2 box

Editor's Pick

Thumbnail Stop Hand-Holding Your Agents – Just Like This!

Stop Hand-Holding Your Agents – Just Like This!

Thumbnail Are These Roles Missing in Your Contact Centre?

Are These Roles Missing in Your Contact Centre?

Thumbnail How to Strengthen Agents’ Trust in AI

How to Strengthen Agents’ Trust in AI

Thumbnail 7 Ways to Help Agents Fight the ‘Forgetting Curve’

7 Ways to Help Agents Fight the ‘Forgetting Curve’

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

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