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Articles by Guest Author

A selection of articles from contact centre industry experts

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2025 Guide to Contact Centre Automation

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Are You Doing Enough to Protect Yourself From Contact Centre Fraud?

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Workforce Forecasting: How to Predict Staffing Needs

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The Ultimate Guide to Contact Centre Analytics

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Make Continuous Improvement Part of Your DNA

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AI-Powered Humans: Redefining Customer Experience Through Innovation

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3 Ways AI Can Help Contact Centres Enhance Customer Experience

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9 Components of Employee Engagement in a Contact Centre

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9 Simple Ways to Build Customer Rapport (That Work)

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How to Find the Right Phone Number for Your Business

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Case Study: SupportZebra Supports 20% Increase in Customer Retention Rates

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Case Study: DVLA Achieves 30% Self-Service Rate With Content Guru

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9 Ways to Unlock Scheduling Flexibility and Gamify Shift Management

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How to Roll Out an AI Copilot Your Support Team Will Actually Use

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What is First Call Resolution (FCR) and How to Improve it

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Gen AI – The Tech and Use Cases Driving a Revolution

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Challenging the Quick-Fix Mentality in Customer Service Recovery

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Bad Chat Support Is Costing You Customer Loyalty

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How to Improve Customer Service: A Step-By-Step Guide

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5 Proven Ways to Boost Customer Satisfaction Scores (CSAT)

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Case Study: Serco Transforms Job Coaching With Content Guru

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Case Study: Marston Holdings Reduces AHT With MaxContact

AI’s Role in Modern Customer Experience

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How Contact Centre AI Is Transforming Workforce Performance & CX