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Articles by Guest Author

A selection of articles from contact centre industry experts

Negative customer feedback concept

Bad Chat Support Is Costing You Customer Loyalty

Hand holding a star which is a five star customer service rating

How to Improve Customer Service: A Step-By-Step Guide

positive customer service rating

5 Proven Ways to Boost Customer Satisfaction Scores (CSAT)

BPO Concept

Case Study: Serco Transforms Job Coaching With Content Guru

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Case Study: Marston Holdings Reduces AHT With MaxContact

AI’s Role in Modern Customer Experience

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How Contact Centre AI Is Transforming Workforce Performance & CX

Collage graphic design banner with headphones and hands with books.

Your Contact Centre Training Guide for 2025

Clip board with a checklist on it

What to Look For (and What to Avoid) When Buying WFM in 2025

Futuristic AI telephone receptionist and AI custom service agent.

How Does Customer Service Automation Work?

Leadership skills concept with icons

How to Limit Agent Burnout With Empathy-Led Leadership

Robot with a headset on holding a clip board

A 2025 Guide to Everything You Need to Know on Agentic Workflows

Person's Ringing Service Bell Hold By Robot

6 Ways to Boost Your Hospitality Contact Centre With Gen AI

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Should You Use Conversational AI for Customer Service? The Total Guide

Healthy lunch at office workplace

Case Study: Charlie Bigham’s Boosts Efficiency with Netcall

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Why Does It Take so Long to Train and Onboard Staff?

Smart city and digital transformation

Case Study: Telmore Saves 400+ Hours a Month With Puzzel

How to practice PATIENCE on white card lying on notepad

How to Practice Patience in Customer Service

3d smart AI chatbot with books and idea lightbulb

How MiaRec Customers Use Auto QA to Transform Their Business

Vector illustration of robot wearing a call centre headset

How AI Is Changing the Way Customer Service Works

AI powered QA

Build a Business Case for AI-Powered Call Centre QA

Row of blue people figures standing and yellow AI bot - AI in WFM concept

Five AI Use Cases for WFM

Robot hand pointing to touch a human hand

Why the Future of WFM Is More Human Than Ever – And How AI Helps

human and robot hands put together a puzzle that forms a bubble text

What Are AI Agentic Workflows? A Comprehensive Guide

SequenceShift Protect Card Data box

Editor's Pick

Thumbnail Turn a Bad Team Leader Into a Good Team Leader

Turn a Bad Team Leader Into a Good Team Leader

Thumbnail Which Soft Skills Do CX Leaders Really Need?

Which Soft Skills Do CX Leaders Really Need?

Thumbnail 7 Ways You’re Punishing Your Best Agents Right Now

7 Ways You’re Punishing Your Best Agents Right Now

Thumbnail What’s Really Ruining Empathy in Customer Service?

What’s Really Ruining Empathy in Customer Service?

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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