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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: IDEO U Increased CSAT by 34% With Crescendo
AI Hype vs. Business Reality: The Race to Meaningful Implementation
Contact Centres as the AI Frontline
Case Study: AAA Northeast Reduced Training Time With Upland Software
Cloud vs. On-Prem vs. Hybrid Contact Centres: What’s Right for You?
Case Study: Global Touring Reduces ASA by 30% With SequenceShift
How Retailers Can Win in the Era of Instant Decisions
The Ethics of AI in Customer Experience: Balancing Innovation With Privacy
Case Study: NRTC Decreases Agent Attrition by 32% With Creovai
How to Complete an Audit on Your Current KPIs
5 Proven Ways to Lift Answer Rates
Sentiment Analysis Spots Early Signs of Agent Burn Out
When Is the Right Time to Deploy AI Agents?
How to Build a Contact Centre Recruitment Strategy
Fact, Failure, or Fantasy – What 7 Polls Reveal About AI in Knowledge Management
5 Proven Strategies to Boost Service Level in Contact Centres
Bots Alone Don’t Build Loyalty
Celebrating 22 Years of the North East Contact Centre Awards
How Do Contact Centres Keep Their Best People?
3 Effective Cold Call Scripts for Agents
Case Study: Paychex Increased Operational Efficiency With Upland Software
Boosting Employee Experience in Contact Centres is the Key to Success!
Case Study: Ocasa Homes Saved 262 Hours per Week With Netcall
Case Study: Callzilla Increased Speed of Resolution With Creovai
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Editor's Pick
Start Aligning Your Metrics With Long-Term Value
Hold Onto Your New Starters… For More Than 6 Months!
Get Your AI Pilot Off to the Best Possible Start
How to Use Stretch Targets Well in QA
