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Articles by Guest Author

A selection of articles from contact centre industry experts

The words 'Key Performance Indicator' with a key and lock

11 Critical KPIs to Monitor for Contact Centre Efficiency

Medicine doctor touching medical global network

Case Study: RedSalud Reduced Contact Centre Operating Expenses by 30% With Genesys

Robot in a call centre with headset on

5 Ways AI Improves Customer Experience Management

Isometric flat vector concept of QA

How QA Software Can Help Solve Your Contact Centre’s Key Challenges

"Time is money" concept

3 Steps to Get Ahead of the “Time Is Money” Initiative

Person touching a cloud with a network of people around it

How Does a Cloud Contact Centre Improve Customer Retention?

Old computers, digital tablets, mobile phones, many used electronic gadgets devices, broken household and appliances on yellow background

Case Study: Sony Electronics Achieves Record CSAT With NICE

Symbol for artificial intelligence (AI) failure. Hand turns cubes and changes the expression AI to fail.

80% of AI Projects Fail – Here’s How to Save Yours

Hand pushed block with happy face and five stars forward

No More Talk – It’s Time for Action With The New CX

Board with arrows and colored figures.

How to Hit the Sweet Spot in Workforce Planning

Choosing a strategy concept

How to Navigate RFPs for Workforce Management Software

2 people running

Case Study: Brooks Reduces Phone Wait Times By 66% With Assembled

Future contact centre concept with VR headset and technology

Create the Perfect Contact Centre by 2030

AI Software

The Fundamentals of Contact Centre AI Software

Chat GPT on a phone

How to Create Agent Schedules in Just a Few Minutes

Person holding a phone and dialling a number

7 Success Strategies for Outbound Call Centre Excellence

Customer evaluation indicator rating print screen wooden cube block

Understanding and Assessing Your Team’s CX Maturity

Onboarding Success Concept

Top Tips for Onboarding Contact Centre Agents

Call Centre Agents shrugging their shoulders.

Clean a Toilet or Contact Customer Service? Tough Call…

AI Concept

Overcoming the AI Adoption Chasm

Smiling call centre agent

Case Study: Convera Transforms Employee Engagement with Zoom

Picture of retro telephone over blue background

A Guide to Answering Machine Detection

AI prompt concept

From Design to Deployment: Mastering AI Prompt Customization

People in a university classroom

Case Study: Western Sydney University Reduces Abandoned Calls by 45% With Genesys

Vonage Intelligent Workspace Box

Editor's Pick

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?

Thumbnail 7 Ways You’re Punishing Your Best Agents Right Now

7 Ways You’re Punishing Your Best Agents Right Now

Thumbnail What’s Really Ruining Empathy in Customer Service?

What’s Really Ruining Empathy in Customer Service?

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

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