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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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Workforce Management Call Centre: How to Optimize Operations
Case Study: NatWest Group Transforms CX With Genesys
Evolution of CCaaS – What’s Next?
Five Ways AI Enhances Patient Experience in Healthcare
What Is a Cloud Contact Centre, and How Does It Work?
How to Balance the Cost to Serve With Agent Wellbeing
Case Study: Mike Morse Law Firm Boosts Efficiency With Zoom
What is an Omnichannel Contact Centre, and How Does it Improve CSAT?
Translating Manual Scorecards Into AI-Driven Auto Scorecards
Case Study: North Devon Council Reduces Abandonment Rates With Zoom
A Guide to Mean Opinion Score (MOS)
Case Study: Severn Trent Improves Contact Centre Efficiency With NICE
Discover How to Track and Improve Agent Satisfaction
Tailoring Customer Service for Every Generation in EGaming and Sports Betting
Case Study: PureGym Transforms Its Contact Centre With Genesys
What Is an Outbound Contact Centre?
Achieve Contact Centre Success With Real-Time Agent Guidance
How Technology Is Changing the Financial Services Industry
What Is Automatic Call Distribution (ACD)?
What Is Contact Centre as a Service (CCaaS)?
4 Insights Into Customer Happiness: How Making Them Smile Makes Companies Smile
The Top Contact Centre Events and Conferences in the USA for 2024
Preparing Your Contact Centre Workforce for the AI Revolution
5 Considerations When Choosing a Tech Stack for Your Contact Centre
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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
