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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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How to Limit Agent Burnout With Empathy-Led Leadership
A 2025 Guide to Everything You Need to Know on Agentic Workflows
6 Ways to Boost Your Hospitality Contact Centre With Gen AI
Should You Use Conversational AI for Customer Service? The Total Guide
Case Study: Charlie Bigham’s Boosts Efficiency with Netcall
Why Does It Take so Long to Train and Onboard Staff?
Case Study: Telmore Saves 400+ Hours a Month With Puzzel
How to Practice Patience in Customer Service
How MiaRec Customers Use Auto QA to Transform Their Business
How AI Is Changing the Way Customer Service Works
Build a Business Case for AI-Powered Call Centre QA
Five AI Use Cases for WFM
Why the Future of WFM Is More Human Than Ever – And How AI Helps
What Are AI Agentic Workflows? A Comprehensive Guide
Why WFM Data Integration Is Critical for Contact Centres
Building Smarter Schedules to Enhance Efficiency
AI Is Everywhere, but ROI Is Rare: Why CX Is Leading the Way
Are Your CX Systems Helping You Move Faster – or Quietly Costing You?
Case Study: HSBC Reduces Abandon Rates by 48% With Genesys
Case Study: isp.net Achieves a 900% Increase in Performance Visibility With MiaRec
5 Steps to Greatness With Contact Centre AI
Understanding the Key Differences Between WFM and WFO
What Is a Virtual Contact Centre?
Are You Doing Enough to Empower Your Agents?
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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
Upcoming Events
Webinar: Raising the Bar for CX in 2026
Beyond the Buzz: Real AI for Real CX – Webinar
Latest Blogs
What Is Customer Sentiment Analysis?
How to Choose the Right Call Centre CRM
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Welcome Calls: A Simple Way to Increase Customer Satisfaction
15 Clarifying Questions For Customer Service
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How to Setup a Call Centre from Scratch – The Checklist
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