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Articles by Guest Author
A selection of articles from contact centre industry experts
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Case Study: OOWV Boosts Efficiency by 40% With babelforce
Are You Taking Enough Care of Your Agents’ Hearing?
How to Build a Workforce Management Plan
10 Steps to Implement a Customer Support Chatbot
Case Study: Smartcat Cuts Booking Costs by 70% With Synthflow
11 Ways to Improve Customer Experience (CX)
Contact Centre Quality Assurance – Benefits and Best Practices
How to Handle Customer Privacy on Social Media
How to Switch Outsourcers With Confidence
How to Elevate Social Media Customer Care
To Achieve AI Success, You Need to Demonstrate Strong AI ROI
When Is Automated Shift Optimization Worthwhile?
Enhancing Agent Effectiveness With AI Tools
Case Study: VELUX Improved Agent Experience With Peopleware
Case Study: Stadtwerke Hamm Reduce Call Volumes With babelforce
Why Process Hierarchy Is So Important in Mapping
How to Balance AI & Humans – The Future of Customer Service
Contact Centre Management – Skills, Tips, and Strategies For Success
Case Study: Synthflow Voice Agents Handle 500K+ Calls per Month
How to Develop Psychological Safety in the Contact Centre
Cloud vs. On-Premise Contact Centres
Everything You Need to Know About AI and Virtual Assistants
Why Immersive Experiences Are the Future of CX
Building a Smarter Contact Centre with AI and Automation
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Editor's Pick
How to Unite Your QA and Frontline Teams
New Ways to Help Agents Build Rapport
Top Contact Centre Predictions for 2026
5 Ways to Boost Team Performance
Latest Resources
UK Contact Centre KPI Benchmarking Report
The AI-Powered Experience Orchestration Playbook
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Beyond the Buzz: Real AI for Real CX – Webinar
Latest Blogs
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2026: A Transformational Year for the Contact Centre
Featured Articles
Welcome Calls: A Simple Way to Increase Customer Satisfaction
15 Clarifying Questions For Customer Service
When Is It OK to Hang-Up on a Customer?
How to Setup a Call Centre from Scratch – The Checklist
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