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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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Agentic AI Explained: How Autonomous Decision-Making is Shaping the Future of AI
5 Technology Predictions to Supercharge Customer Experience in 2025
Case Study: Viewrail Achieves 70% Self-Service Rate With Zoom
Get Ahead of KPI Fluctuations in Your Contact Centre
13 Key Outbound Call Centre Metrics & Ways to Improve
Case Study: Dreams Transforms CX With Netcall
Workforce Management and the Customer Journey
Transforming Healthcare: Leveraging AI-Powered Automation to Revolutionize Elective Care
Case Study: NHS Foundation Trust Achieve 12% Call Reduction With Netcall
Case Study: DSC Enhances Service Operations With Odigo
The Future of CX: How AI Will Redefine Customer Experiences in 2025
Step-by-Step Guide to Handle Angry Customer Issues
Easy Ways to Make Your Contact Centre More Charitable
Stop Guessing! Measure Your Way to CX Success
A Complete Guide to Call Centre Reporting Metrics
8×8 and CallCabinet Partner to Streamline Compliance
Managing a Distributed Workforce Management Team
Unleashing the Power of Customer Journey Orchestration
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
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Editor's Pick
Stop Your Agents Covering Up Their Mistakes
The Real Reasons You’re Failing to Tackle Lateness
What Does It Really Take to Correct a Customer Politely?
7 Ways to Cut “Dead Wood” in the Contact Centre
