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Articles by Guest Author
A selection of articles from contact centre industry experts
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Case Study: JYSK Achieves a CSAT Score of 4.6/5 With Puzzel
Mastering QA in BPO: Best Practices and Essential Metrics
Talkdesk & Epic Partner to Transform Healthcare Support
9 Contact Centre Trends for 2025
Contact Centre Technology: Types, Benefits, and Trends
The Future of Healthcare – 5 Innovative Solutions in Action
How AI Is Transforming Contact Centre Operations
Data Integration: The Awkward Truth in Contact Centres
Case Study: Wyze Saves $1.2M Annually on BPO Costs With Assembled
Team Leader Experience (TLX) Explained
On Demand Webinar – Sharpen Processes for Better Engagement
Case Study: South Lakes Housing Achieved 96% Call Handling With Netcall
5 Best Practices for Multi-Step Digital Workstreams
How to Measure CX in the Contact Centre
Case Study: Refuge Saves 75 Hours Per Week in Agent’s Time With Genesys
Case Study: Radisson Hotel Group Reduces AHT by 17% With Puzzel
7 Customer Experience Trends for Businesses in 2025
The Power of Hyper-Personalized Customer Service in Retail
Your Essential Call Centre Compliance Checklist
Boosting CX With Technology – A Low-Code Approach
Case Study: Sydney Film Festival Saves 81% on Costs With Zoom
How to Use Contact Centre Speech Analytics
How to Improve Quality Parameters in BPO
Case Study: Poshmark Increases Productivity by 15% With Assembled
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Editor's Pick
How to Unite Your QA and Frontline Teams
New Ways to Help Agents Build Rapport
Top Contact Centre Predictions for 2026
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Latest Resources
UK Contact Centre KPI Benchmarking Report
The AI-Powered Experience Orchestration Playbook
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