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Articles by Guest Author

A selection of articles from contact centre industry experts

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What Are the Key AI-Powered Innovations for 2025?

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Case Study: Nestlé Reduce IT Tickets by 83% With Genesys

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Should Agents Get Unlimited Paid Annual Leave?

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4 Tactical Tech ‘Wins’ Now Within Reach for UK Insurers

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What Does NPS Mean and How Can It Improve CX?

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CX Tech Trends Contact Centre Leaders Just Can’t Ignore

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How to Improve Customer Service Skills

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How Is AI Elevating CX for Financial Services?

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Why Every Business Needs an Enterprise Chatbot

RFP Acronym

How to Approach a RFP for AI-Powered Support

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What Is Intelligent Call Routing and How Does It Work?

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10 Benefits of Low-Code Application Development in Contact Centres

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What Is the Product Experience Lifecycle?

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6 Ways to Boost Your Hospitality Contact Centre With GenAI

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The Benefits of Process Automation Contact Centres

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Speech Analytics Meets AI – A New Era in Quality Management 

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Case Study: Lulu and Georgia Decrease FRT by 22% With Assembled

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Case Study: ORA Saves 30% of Work Time With Zoom

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Customer Service Security – 8 Effective Tactics for 2025

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Your Complete Guide to Customer Journey Analytics

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On Demand Webinar – How to Bridge The Digital Divide

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What Will Shape the Contact Centres of 2025?

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Contact Centre WFM: Long and Short-Term Planning

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Is Your Contact Centre Ready for the Cloud?