Articles by Guest Author

A selection of articles from contact centre industry experts
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Five steps concept with hands placing numbered cubes
How to Automate Customer Service in 5 Steps (2026 Guide)
Person holding phone with checkmark
Designing Secure Caller Identity Authentication Flows for Voice Agents
Emergency Call Concept
Case Study: Emergency Hero Achieves 20× Savings With Cloudax
Football concept
A Guide to Surviving the World Cup: From Halftime Rush to Holiday Requests
Person holding a wooden cube that says AI on it
AI Co-pilots Are Falling Short in Contact Centers: Here’s What Comes Next
Analytics concept
Contact Centre Analytics: 4 Ways AI Improves CX and Boosts Revenue
Why Brands Are Still Cautious About AI In Customer Service
Call Centre Worker
What Is Video Chat: Benefits & Best Practices
Person picking up a telephone
Why the Phone Call Remains an Ultimate CX Power Tool
CX Live image
The Experience Show Asia 2026 Highlights the Next CX Challenge
100 Million concept
Capacity Hits $100M ARR in 3.5 Years
AI and Human working together
How to Structure Human + AI Agent Teaming in Your Contact Centre
Happy employees with a robot
Empowering Performance in the AI Era: Why Trust, Not Control, Drives Results
Salary and payroll concept
Case Study: Parasol Group Gained 73% More Business With Cloudax
Person talking to a voice agent
Deploying Enterprise Knowledge to Voice Agents
Person holding a clipboard with the word compliance on it and a checklist
How Contact Centres Are Improving Compliance With QA
Money concept
Case Study: Revolut Increases Call Success Rate to 99.7% With ElevenLabs
2 Vintage robots on cup phones
Britain Is Running 21st-Century Voice AI Over a 1972 Phone Line
AI workflows concept
How AI Is Transforming Business Process Management
Person being rude on phone
Are Customers Really Ruder When They Can Hide Behind the Phone?
Robot working at a computer on a yellow background
What Is a Virtual Agent? How AI Self-Service Replaces Legacy IVR
Call Centre Employee coming out of a laptop
What Is Visual Engagement and How Can It Boost Customer Satisfaction?
Customer Service written in the middle with different concepts around the outside
Customer Service Management: The Complete Guide for 2026
Stressed worker with head on desk
£100bn and Rising: The Real Reason Workplace Wellbeing is Falling Short
 
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