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Articles by Guest Author
A selection of articles from contact centre industry experts
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Where Is Your Contact Centre on the AI Maturity Curve?
Tips on How to Reduce Call Abandon Rates in Your Contact Centre
Case Study: Synthflow Gives BPO Multilingual Support With AI
When Is the Right Time to Consider Outsourcing
Why Processes Are Vital to Achieving Business Goals
What Are Spam Contact Centre Calls and How Do You Avoid Them?
Case Study: Bergfreunde Reduces AHT by 30 Seconds With babelforce
3 Better Ways to Measure Customer Patience
Rethinking Performance Management in the Modern Contact Centre
A Guide to Contact Centre Quality Assurance
Deliver Faster, Smarter Global Support With a True AI Chat Agent
Your Complete Guide to Contact Centre CRM Software
How QA Can Improve Call Centre Productivity Metrics
Manual Call Tagging Wastes Time – Here’s How Teams Are Taking It Back
Case Study: Marley Spoon Achieves 80% 5 Star Reviews With babelforce
How to Build a Customer Journey Framework
How to Future-Proof Your WFM System for Long-Term ROI
2025 Guide to Contact Centre Automation
Are You Doing Enough to Protect Yourself From Contact Centre Fraud?
Workforce Forecasting: How to Predict Staffing Needs
The Ultimate Guide to Contact Centre Analytics
Make Continuous Improvement Part of Your DNA
AI-Powered Humans: Redefining Customer Experience Through Innovation
3 Ways AI Can Help Contact Centres Enhance Customer Experience
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Editor's Pick
Stop Your Agents Covering Up Their Mistakes
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
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Playbook: From Contact Center to Connected Experience
Report: 2026 Workforce Management Trends
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