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Articles by Guest Author

A selection of articles from contact centre industry experts

Agent Satisfaction Concept

Discover How to Track and Improve Agent Satisfaction

Time scale comparing the differences between generations

Tailoring Customer Service for Every Generation in EGaming and Sports Betting

Image of inside a gym

Case Study: PureGym Transforms Its Contact Centre With Genesys

Old telephone on a pink background

What Is an Outbound Contact Centre?

Human and Robot shaking hands

Achieve Contact Centre Success With Real-Time Agent Guidance

Robotic Hand Using Laptop With Pink Piggybank On Keypad

How Technology Is Changing the Financial Services Industry

Skill based routing concept

What Is Automatic Call Distribution (ACD)?

The word CCaaS

What Is Contact Centre as a Service (CCaaS)?

Person on the phone smilling

4 Insights Into Customer Happiness: How Making Them Smile Makes Companies Smile

Event Arena

The Top Contact Centre Events and Conferences in the USA for 2024

Identical AI Robots sitting at office desks

Preparing Your Contact Centre Workforce for the AI Revolution

3D Data analytics on different devices phone or laptop

5 Considerations When Choosing a Tech Stack for Your Contact Centre

Wooden blocks with KPI on them

An Introduction to Contact Centre KPIs

Virtual assistant concept

Why You Should Consider Adopting a Virtual Agent

AI intelligent digital customer service concept

10 AI Use Cases: Call Centre Performance & Effectiveness

Customer experience concept

How Does Hyper-Personalization Improve CX?

Transform and success concept with a crumpled paper transforming into a boat then a swan and a flying bird.

How to Transform the Colleague Experience

Rating star concept with person holding a yellow light bulb

From Efficiency to Empathy: Genesys Cloud’s Bold Move to Revolutionize CX

Person holding house keys in one hand and a miniature house in the other

Case Study: Dudley Council Transform Rental Management With MaxContact

Event Arena

The Top Contact Centre Events and Conferences in Europe for 2024

Aeroplane flying across a city with sunset

Case Study: Virgin Atlantic Achieves a 50% Decrease in AHT With Genesys

Call Centre agent shrugging their shoulders

Is a ‘Good Enough’ Attitude Preventing Your CX Victory?

contact centre software concept

What Is Contact Centre Software, and How Does It Work?

Have Babelforce Gone Mad? Why Are They Organizing Their Own CX event?

NICE Gartner MQ CCaaS 2025 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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