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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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10 Important Call Centre KPIs to Monitor
The Realistic Approach to AI for Growing Businesses
12 High-Impact Decisions You Can Make Using Dashboards & Reporting
How Does AI Improve Contact Centre Efficiency?
Hit the Ground Running! How to Help Your Agents Be Shift Ready
NLP-Based vs. LLM-Powered Sentiment Analysis
How to Extract Valuable Insights With Text Analysis
Case Study: Hollywood Bowl Increases Adherence to 95% With Injixo
A Beginner’s Guide to… Customer Profitability Analysis
The New CX – AI and Agents in Conversation
8 AI Capabilities to Look for in a Contact Centre Solution
6 Key Factors to Consider When Choosing the Best Contact Centre
How Does Call Centre CRM Software Work?
How Can Automatic Number Identification Benefit Contact Centres?
Creating a Cohesive Omnichannel Customer Support Experience
DORA’s Knocking: Will Financial Services Organisations Weather the Storm?
How BPOs Can Overcome 5 Common Challenges
Remote Workforce Management: Tips & Challenges
Skills-Based Workforce Planning: Get the Gain Without the Pain!
How Does AI Improve Contact Centre Efficiency?
How to Measure CSAT Without Surveys
How to Master Outbound Calling Best Practices
Case Study: Orgadata Streamlines Global Operations with babelforce
The True Benefits of AI for Workforce Management
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Editor's Pick
The Little Things That “Make or Break” a Contact Centre
How to Deal With That Awkward Agent
10 Ways to Give New Recruits an Amazing Welcome
How to Encourage Your Teams Back to the Office
Latest Resources
eBook: Moving From On-Premises to Cloud-Based Contact Centers
Report: The Digital Divide in Retail Customer Service
Upcoming Events
Closing the Gap Between Insight and Action in the Contact Centre – Webinar
Contact Center Performance Summit 2025
Latest Blogs
7 Ways Contact Centre Software Elevates CSAT in Travel and Hospitality
How Contact Centre Leaders Can Drive CX Improvements Across Departments
Featured Articles
Welcome Calls: A Simple Way to Increase Customer Satisfaction
15 Clarifying Questions For Customer Service
When Is It OK to Hang-Up on a Customer?
How to Setup a Call Centre from Scratch – The Checklist
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2025
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service
