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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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7 Ways Outsourcing Helps You Stay Agile
The Basics – A Guide to Contact Centre Technology
Help Your Agents Work Smarter – Not Harder
Workforce Management Benchmark Report 2025: Six Key Insights
How AI Elevates IDP from Useful to Unstoppable
Crowdsourcing Brand Loyalty – How Social Media Impacts CX
AI-Enhanced CRM – Benefits and Implementation
AI in UK Healthcare – Empowering Better Patient Experiences
Case Study: Aizee Boosts Response Rates by 30% Using Synthflow
Case Study: How SupportZebra Helped a Health Brand Achieve 98% CSAT
Key Factors to Consider for Seasonal Outsourcing
Steps to Building the Best Call Centre Recruiting Strategy
AI-Powered CX – From Contact Centre to Company-Wide Care
7 Questions Every Contact Centre Leader Should Ask About Retention
Combining AI and IVR for Better Customer Experiences
What Could an Agentic AI-Powered Future Look Like?
Agentic AI – The Difference Between Leading and Lagging in CX
Unlocking Customer Insights With AI
Case Study: How SupportZebra Cut Response Times by 75%
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
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Editor's Pick
The Real Reasons You’re Failing to Tackle Lateness
What Does It Really Take to Correct a Customer Politely?
7 Ways to Cut “Dead Wood” in the Contact Centre
How to Unite Your QA and Frontline Teams
Latest Resources
Report: 2026 Workforce Management Trends
eBook: Why Traditional QA Is No Longer Enough for Today’s Contact Centres
Upcoming Events
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What Happens to Frontline Agents as Complexity Rises – Webinar
Latest Blogs
How Home Care Contact Centres Use AI to Flag Critical Incidents
How Does Digital Customer Service Work?
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
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2026
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service
