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Articles by Guest Author

A selection of articles from contact centre industry experts

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Can Call Deflection Really Boost Customer Connection?

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Case Study: BlueLink Optimizes Global Services With Odigo

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Talkdesk Integrates Agentic AI Across Entire Platform

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Improving Your Self-Service Options Through Topic Analysis Insights

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12 Steps to Nail Your Digital Customer Experience Strategy

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Case Study: Delta Air Lines Boosts Global Support with Calabrio

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Mastering IVR – What to Do and Avoid

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A Guide to Optimizing Your Knowledge Base for AI

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How Is Email Evolving and Becoming More Automated?

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6 Effective Strategies to Improve Customer Loyalty

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Case Study: Lowe’s Saves Over 1 Million in Operational Costs With NICE

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Workforce Impact and the Future of AI in Financial Services

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How to Make the Most of Call Centre Outsourcing

Case Study: Kin Insurance Increased Adherence by Over 30% With Assembled

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Live Chat Quality – 7 Training Exercises to Improve It

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Using Auto Call Scoring to Choose the Right Calls for Manual Review

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What Does Candor Mean for Call Centres? How to Embrace It

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AI Under Control: How to Ensure Ethical Customer Service

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Case Study: Ratioparts Scales Up Outbound Revenue With babelforce and Zendesk

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Call Centre Outsourcing: How Can BPOs Meet Their KPIs?

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8 Biggest Trends Impacting Mid-Sized Companies

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Is Generative AI the Key to Boosting Chatbot Performance

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The Power of Auto Call Summaries: Transforming Information Overload

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Case Study: O.phon Boosts Response Times by 64% with Genesys