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Articles by Guest Author

A selection of articles from contact centre industry experts

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Generative AI in Call Centres: Use Cases, Benefits, and Best Practices

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How AI Is Transforming Workforce Scheduling

Contactless Payment Machine

Case Study: Zettle by PayPal Reduced Agent Training Time by 50% With UJET

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How to Repair Your Broken Contact Centre Processes

AI robot show Error 404.

7 Reasons AI QA Fails in the Contact Centre

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Preventing Voice Fraud in the Contact Centre

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Case Study: IDEO U Increased CSAT by 34% With Crescendo

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AI Hype vs. Business Reality: The Race to Meaningful Implementation

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Contact Centres as the AI Frontline

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Case Study: AAA Northeast Reduced Training Time With Upland Software

On-Prem vs Hybrid concept

Cloud vs. On-Prem vs. Hybrid Contact Centres: What’s Right for You?

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Case Study: Global Touring Reduces ASA by 30% With SequenceShift

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How Retailers Can Win in the Era of Instant Decisions

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The Ethics of AI in Customer Experience: Balancing Innovation With Privacy

Internet Connection by Satellites

Case Study: NRTC Decreases Agent Attrition by 32% With Creovai

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How to Complete an Audit on Your Current KPIs

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5 Proven Ways to Lift Answer Rates

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Sentiment Analysis Spots Early Signs of Agent Burn Out

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When Is the Right Time to Deploy AI Agents?

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How to Build a Contact Centre Recruitment Strategy

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Fact, Failure, or Fantasy – What 7 Polls Reveal About AI in Knowledge Management

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5 Proven Strategies to Boost Service Level in Contact Centres

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Bots Alone Don’t Build Loyalty

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Celebrating 22 Years of the North East Contact Centre Awards

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Editor's Pick

Thumbnail Turn a Bad Team Leader Into a Good Team Leader

Turn a Bad Team Leader Into a Good Team Leader

Thumbnail Which Soft Skills Do CX Leaders Really Need?

Which Soft Skills Do CX Leaders Really Need?

Thumbnail 7 Ways You’re Punishing Your Best Agents Right Now

7 Ways You’re Punishing Your Best Agents Right Now

Thumbnail What’s Really Ruining Empathy in Customer Service?

What’s Really Ruining Empathy in Customer Service?

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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