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Articles by Guest Author

A selection of articles from contact centre industry experts

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What AI Needs Is Informed, Confident Decision-Making

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What’s the Best Way to Reward Customers for Their Feedback?

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Develop an Effective Customer Journey Management Plan

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10 Call Centre Metrics to Measure Customer Experience

Employee NPS Concept

How to Increase Employee Net Promoter Score (eNPS) in Your Call Centre

Employee Benefits Package

Case Study: BenefitMall Boosts Their NPS Score With Scorebuddy

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The Latest Emerging Trends and Strategies in CX

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2025 Guide to the Omnichannel Contact Centre

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AI in Contact Centres: Enhance Experiences and Ensure Data Privacy

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AI Agent Assist Will Be Replaced With AI Voice Agents: What’s Next?

Cloud migration concept

Cloud Contact Centre Migration: A Proven Roadmap for 2025

Call centre employees

Case Study: Wowcher Meets 90% Call Answer Rate in 30 Seconds With Vonage

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Your Telecoms Vendor Could Be Gone in a Year

Medical robot assistant

How Can AI Agents Unlock Value for Healthcare Organizations?

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Case Study: The Ivy Collection Boosts Conversion Rates by 20% With Five9

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Unlock Insights in Your Contact Centre Conversations

Call centre agents

5 Ways Your Contact Centre Can Be a Business Hub

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Case Study: Imperial College Healthcare NHS Trust Reduces Call Wait Times With Netcall

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The Financial Impact of Customer Churn (Direct vs. Indirect Costs)

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12 Steps to Start a Call Centre QA Program

AI Voice Generative Technology

How to Use Speech Analytics to Increase B2C Outbound Sales

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Cloud Transformation and AI Benefits in the Public Sector

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Case Study: Farmers Insurance Increases Productivity by 40% With Vonage

Increasing productivity level CONCEPT

2025 Call Centre Productivity Guide: Must-Have Metrics