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Articles by Guest Author

A selection of articles from contact centre industry experts

An incoming call on a phone with the word spam on it

What Are Spam Contact Centre Calls and How Do You Avoid Them?

Case Study: Bergfreunde Reduces AHT by 30 Seconds With babelforce

Measure patience concept with hand holding clock with segments and an hourglass

3 Better Ways to Measure Customer Patience

Group of Busy People Working in an Office with the word 'Performance management' in the middle.

Rethinking Performance Management in the Modern Contact Centre

quality icon inside magnifying glass with data symbols around the outside

A Guide to Contact Centre Quality Assurance

AI Chatbot

Deliver Faster, Smarter Global Support With a True AI Chat Agent

Customer relationship management (CRM) Software

Your Complete Guide to Contact Centre CRM Software

The word Quality on wooden blocks

How QA Can Improve Call Centre Productivity Metrics

Call Centre headset on a pink background

Manual Call Tagging Wastes Time – Here’s How Teams Are Taking It Back

Many different healthy food on white table

Case Study: Marley Spoon Achieves 80% 5 Star Reviews With babelforce

Customer Journey Concept

How to Build a Customer Journey Framework

recruiter complete team by one leader person

How to Future-Proof Your WFM System for Long-Term ROI

Automation customer service concept with 3d rendering of robot working with headset and laptop

2025 Guide to Contact Centre Automation

Person in hoodie using a tablet with digital lock icons and warning signs

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

Improperly staffed company

Workforce Forecasting: How to Predict Staffing Needs

Smiling businesswoman on laptop pointing at analytics chart.

The Ultimate Guide to Contact Centre Analytics

Continuous improvement on cog background

Make Continuous Improvement Part of Your DNA

AI-Powered Humans concept with digital and human hand touching

AI-Powered Humans: Redefining Customer Experience Through Innovation

Good CX concept, with person on phone choosing happy face icon for positive experience

3 Ways AI Can Help Contact Centres Enhance Customer Experience

The words 'Employee Engagement' on a post it note with stationary around it

9 Components of Employee Engagement in a Contact Centre

Rapport make steps to success

9 Simple Ways to Build Customer Rapport (That Work)

Hands dialling the number '1234' on a smart phone

How to Find the Right Phone Number for Your Business

Shopping trolly with a laptop next to it

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

Examiner instructing student before exam at driving school test track, focus on traffic cone

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

Puzzel Demo 101 Box

Editor's Pick

Thumbnail How to Make Team Huddles More Engaging

How to Make Team Huddles More Engaging

Thumbnail 10 Quick Wins for Cheering Up Your Agents

10 Quick Wins for Cheering Up Your Agents

Thumbnail What Are Intelligent Contact Centres Doing Right Now?

What Are Intelligent Contact Centres Doing Right Now?

Thumbnail 15 Ideas We Heard at Costa Coffee’s Contact Centre

15 Ideas We Heard at Costa Coffee’s Contact Centre

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

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