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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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The Basics – A Guide to Contact Centre Technology
Help Your Agents Work Smarter – Not Harder
Workforce Management Benchmark Report 2025: Six Key Insights
How AI Elevates IDP from Useful to Unstoppable
Crowdsourcing Brand Loyalty – How Social Media Impacts CX
AI-Enhanced CRM – Benefits and Implementation
AI in UK Healthcare – Empowering Better Patient Experiences
Case Study: Aizee Boosts Response Rates by 30% Using Synthflow
Case Study: How SupportZebra Helped a Health Brand Achieve 98% CSAT
Key Factors to Consider for Seasonal Outsourcing
Steps to Building the Best Call Centre Recruiting Strategy
Why You Should Embrace the Complexity of Longer Talk Time
AI-Powered CX – From Contact Centre to Company-Wide Care
7 Questions Every Contact Centre Leader Should Ask About Retention
Combining AI and IVR for Better Customer Experiences
What Could an Agentic AI-Powered Future Look Like?
Agentic AI – The Difference Between Leading and Lagging in CX
Unlocking Customer Insights With AI
Case Study: How SupportZebra Cut Response Times by 75%
Case Study: OOWV Boosts Efficiency by 40% With babelforce
Are You Taking Enough Care of Your Agents’ Hearing?
How to Build a Workforce Management Plan
10 Steps to Implement a Customer Support Chatbot
Case Study: Smartcat Cuts Booking Costs by 70% With Synthflow
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Editor's Pick
Stop Making Your Absence Rates Go Up!
10 Quick Wins to Help Agents Recover From a Tough Day
Ways to Reduce Friction Between Agents Working on Different Channels
7 Things Creative Team Leaders Do Better Than the Rest
