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Articles by Guest Author

A selection of articles from contact centre industry experts

AI’s Role in Modern Customer Experience

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How Contact Centre AI Is Transforming Workforce Performance & CX

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Your Contact Centre Training Guide for 2025

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What to Look For (and What to Avoid) When Buying WFM in 2025

Futuristic AI telephone receptionist and AI custom service agent.

How Does Customer Service Automation Work?

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How to Limit Agent Burnout With Empathy-Led Leadership

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A 2025 Guide to Everything You Need to Know on Agentic Workflows

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6 Ways to Boost Your Hospitality Contact Centre With Gen AI

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Should You Use Conversational AI for Customer Service? The Total Guide

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Case Study: Charlie Bigham’s Boosts Efficiency with Netcall

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Why Does It Take so Long to Train and Onboard Staff?

Smart city and digital transformation

Case Study: Telmore Saves 400+ Hours a Month With Puzzel

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How to Practice Patience in Customer Service

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How MiaRec Customers Use Auto QA to Transform Their Business

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How AI Is Changing the Way Customer Service Works

AI powered QA

Build a Business Case for AI-Powered Call Centre QA

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Five AI Use Cases for WFM

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Why the Future of WFM Is More Human Than Ever – And How AI Helps

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What Are AI Agentic Workflows? A Comprehensive Guide

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Why WFM Data Integration Is Critical for Contact Centres

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Building Smarter Schedules to Enhance Efficiency

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AI Is Everywhere, but ROI Is Rare: Why CX Is Leading the Way

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Are Your CX Systems Helping You Move Faster – or Quietly Costing You?

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Case Study: HSBC Reduces Abandon Rates by 48% With Genesys

Peopleware WFM Benchmarking Report V2 box

Editor's Pick

Thumbnail How to Practice Patience in Customer Service

How to Practice Patience in Customer Service

Thumbnail The Worst Examples of Saying “Sorry” to Customers

The Worst Examples of Saying “Sorry” to Customers

Thumbnail 15 Award-Winning Ideas from Teleperformance Contact Centre

15 Award-Winning Ideas from Teleperformance Contact Centre

Thumbnail Top Tips for Digital Channels – Forecasting and Scheduling

Top Tips for Digital Channels – Forecasting and Scheduling

Call Centre Helper is an Award Winning Magazine for Contact Centers, Customer Service, BPO and CX.
Hot Topics : CX - CCaaS - AI - Analytics - WFM

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