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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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Top 11 Customer Feedback Tools for Customer Service in 2024
Building a Crisis-Ready Support Function With AI and WFM
How AI Is Reshaping the BPO Business Model
How AI Chatbots Reduce Resolution Times and Enhance CX
Case Study: Topaz Services Elevates Customer Experience with Zoom
Open Questions to Use in Customer Service
5 Strategies to Improve Coaching and Engagement in Your Contact Centre
The Power of AI and Gamification: CX, EX and Beyond
7 Key Signs Your WFM Solution Is Delivering Results
Wise and Shine: AI’s Bright Future in Customer Experience
How to Semi-Automate Your Call Scoring
What Is Customer Service Management? Examples and Best Practices
11 Critical KPIs to Monitor for Contact Centre Efficiency
Case Study: RedSalud Reduced Contact Centre Operating Expenses by 30% With Genesys
5 Ways AI Improves Customer Experience Management
How QA Software Can Help Solve Your Contact Centre’s Key Challenges
3 Steps to Get Ahead of the “Time Is Money” Initiative
How Does a Cloud Contact Centre Improve Customer Retention?
Case Study: Sony Electronics Achieves Record CSAT With NICE
80% of AI Projects Fail – Here’s How to Save Yours
No More Talk – It’s Time for Action With The New CX
How to Hit the Sweet Spot in Workforce Planning
How to Navigate RFPs for Workforce Management Software
Case Study: Brooks Reduces Phone Wait Times By 66% With Assembled
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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
Latest Resources
eBook: Why Traditional QA Is No Longer Enough for Today’s Contact Centres
Playbook: From Contact Center to Connected Experience
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Latest Blogs
How Virtual Agents and Humans Work Together for Better CX
AI Voice Agents Are Not a Contact Centre Tool. They’re an Operating Model Decision
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