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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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Why Private LLMs Are Better for AI Customer Service
Case Study: APM Saves $1 Million With Genesys Cloud
Alternatives to Saying “Don’t Worry” to Customers
6 Priorities for Building an Effective AI Contact Centre Strategy
What Keeps Contact Centre Leaders Awake at Night?
Finalists Announced for the ECCCSAs 2024
Zoom Secures Largest-Ever Contact Centre Deal
New Leadership and AI Innovation: Sprinklr’s Strategic Shifts
The Real Cost of Not Upgrading Your Communications
Bookings for NICE AI Tools up by 134%
Case Study: Open Network Exchange Increases CSAT to 95% With NICE
From Empowering Agents to Redefining Routine: Five9’s Next Technological Step
Bad Customer Service: 7 Ways to Identify and Fix It
Best Practices for Agent-Friendly Scheduling
Are You Prepared to Ride the Waves of New Age CX?
Case Study: Pluxee Streamlines Global CX Strategy With Genesys
How AI Analytics Can Improve Call Centre Performance
What Is an Inbound Contact Centre, and How Does It Work?
How AI Will Increase Training Needs for Colleagues
Do You Really Need a WFM System? Here’s Why You Might
Top 14 Cold Calling Scripts for Call Centres
Case Study: Utility Warehouse Reduces Costs With NICE
How Does AI Deliver Outstanding Customer Experience?
Master the CX Basics: Agent, Business, Customer Experience
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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
