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Articles by Guest Author

A selection of articles from contact centre industry experts

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Case Study: Zain Jordan Improves Customer Service

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Akixi Launches Akixi ONE Designed for Hybrid Workers

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Using Conversational AI For Smart Routing

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8×8 Named a Challenger in Report

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Use Empathy to Improve Customer Satisfaction Scores

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Genesys Recognized as a Gartner Magic Quadrant for CCaaS Leader

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A Guide to Using Automated Answering Systems

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Is The Journey to Omnichannel Worth It?

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Creating Connected Customer Experiences

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What Makes Business Intelligence Important?

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NICE Announces Acquisition of GoMoxie

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Kicking the Digital Front Door Open

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How to Use Customer Experience Automation in 2021

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How Knowledge Management Drives CX Results

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How to Reach Customers With Virtual Call Centres

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Why Agent Engagement Matters and 6 Ways to Nurture It

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How to Deal With an Indecisive Customer

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Understanding Cloud Automatic Call Distribution Solutions

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The Ultimate Guide to an Effective Inbound Call Strategy

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The Benefits of Outsourcing Customer Service

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Vonage Grows Network

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Customer Journey Map Advice for Digital-first CX

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How to Calculate Conformance

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The Advantages of WFM for the Contact Centre