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Articles by Guest Author

A selection of articles from contact centre industry experts

Colorful square papers with wooden white letters for the acronym word CIO means Chief Information Officer

The Challenges and Opportunities CIOs Face Today

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Case Study: Automotive DMS Company Saved $23,000 With Creovai

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The Return of Voice: AI’s Unlikely Role in Shaping the Future of CX

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How Knowledge Management Improves First Contact Resolution Rates

EV Charging Station

Case Study: EVPassport Reduces ASA by 9 Minutes With Crescendo

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Generative AI in Call Centres: Use Cases, Benefits, and Best Practices

Robot typing on a laptop that has a project management calendar open on it

How AI Is Transforming Workforce Scheduling

Contactless Payment Machine

Case Study: Zettle by PayPal Reduced Agent Training Time by 50% With UJET

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How to Repair Your Broken Contact Centre Processes

AI robot show Error 404.

7 Reasons AI QA Fails in the Contact Centre

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Preventing Voice Fraud in the Contact Centre

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Case Study: IDEO U Increased CSAT by 34% With Crescendo

Robot hand holding the word AI

AI Hype vs. Business Reality: The Race to Meaningful Implementation

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Contact Centres as the AI Frontline

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Case Study: AAA Northeast Reduced Training Time With Upland Software

On-Prem vs Hybrid concept

Cloud vs. On-Prem vs. Hybrid Contact Centres: What’s Right for You?

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Case Study: Global Touring Reduces ASA by 30% With SequenceShift

Computer screen on a shop with shopping bags next to it

How Retailers Can Win in the Era of Instant Decisions

Laptop with the words 'AI Ethics' on it

The Ethics of AI in Customer Experience: Balancing Innovation With Privacy

Internet Connection by Satellites

Case Study: NRTC Decreases Agent Attrition by 32% With Creovai

KPI review concept with magnifying glass over KPI with performance icons

How to Complete an Audit on Your Current KPIs

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5 Proven Ways to Lift Answer Rates

Sentiment analysis writing on table background.

Sentiment Analysis Spots Early Signs of Agent Burn Out

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When Is the Right Time to Deploy AI Agents?

Zoom Dynamic Self Service Box

Editor's Pick

Thumbnail Top Contact Centre Predictions for 2026

Top Contact Centre Predictions for 2026

Thumbnail 5 Ways to Boost Team Performance

5 Ways to Boost Team Performance

Thumbnail Turn a Bad Team Leader Into a Good Team Leader

Turn a Bad Team Leader Into a Good Team Leader

Thumbnail Which Soft Skills Do CX Leaders Really Need?

Which Soft Skills Do CX Leaders Really Need?

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

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