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Articles by Guest Author

A selection of articles from contact centre industry experts

Compliance Training concept

How to Do Call Centre Compliance Training: 12 Tips

Digital Transformation Concept

What Is Digital Transformation and How Can a Contact Centre Help Companies Achieve It?

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7 Predictions for 2025: What Does Next Year Hold for the Contact Centre?

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Five9’s CX Summit Highlights – Exploring the Evolving Landscape of CX

AI Dashboard

Record Number of Automated Customer Interactions Handled on Black Friday

Patient Experience Concept

Improving Patient Experience With Contact Centre Excellence

WFM vs WFO concept

Workforce Optimization Suite or Specialist WFM Application: How to Choose

CCaaS Concept

Puzzel CCO Lindum on Maximizing CCaaS Investments

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Case Study: Fanatics Reduces AHT by 13% With Genesys

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The Transformation of Airline Customer Experience: The Rise of AI

Cost reduction concept

Cost Efficiency in Public Services: The Role of CCaaS in Budget Optimization

Customer support team on the phones

How to Build the Best Team Support Ever?

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Elevate AI: Unlocking the Future of Customer Experience 2024 (Event Highlights)

New AI technology trends in 2024 concept

2024 Contact Centre Trends: A Year in Review

Festive Customer Experience Concept

Making Your Customer Service Experience Merry and Bright Over the Holidays

Analysis report

Which CX Analytics Should a Contact Centre Measure?

AI Prompt Concept

Crafting Clarity: The Science of AI Prompt Designing

Positive and negative experience concept

Hang On a Minute… Is AI Worsening EX?

Why are leaders failing to engage their teams featured image

Why Are Leaders Failing to Engage Their Teams?

Compliance Checklist Concept

Call Centre Compliance Checklist Template

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Customer Experience vs. Customer Service: What’s the Difference?

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Navigating the Shift to Cloud Contact Centres – An Expert’s Perspective

woman in activewear practicing yoga on a mat in a cozy living room setting.

Case Study: Classpass Increases Adherence by 12% With Assembled

Transform Customer Experience Concept

How Maintel’s Rebrand Is Transforming Customer Experience