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Articles by Guest Author

A selection of articles from contact centre industry experts

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Case Study: SWR Eliminates 300-500 Activities Daily With Route 101

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How Often You Should Review Your Scorecards: A Process and Timeline

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How To Increase Agent Productivity in Contact Centres

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What Does the EU AI Act Really Mean for Contact Centres?

MaxContact Introduces a Fresh Brand Identity

Contact Centre

5 Challenges That Credit Union Contact Centre Leaders Are Tackling Now

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The Smart Move for Simplified Cloud Customer Engagement

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How to Improve Adherence in a Call Centre: 10 Proven Strategies

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How AI Enhances Speech Analytics

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What Is First Call Resolution and How Can You Improve It?

Cute Conversational copilot AI robot with speech bubble,

What Is a Co-Pilot?

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UJET and Laivly Announce a Partnership to Accelerate AI Adoption

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Case Study: Christie NHS Foundation Trust Reduces Manual Data Entry With Netcall

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Stop Waiting on Reports: A Look Inside Ask AI

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QA Scorecard Automation – A Guide to Scaling and Streamlining Your QA Process

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Contact Centre Software for E-Commerce – 5 Ways to Boost CSAT

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How to Upskill Human Agents in An AI-Powered Contact Centre

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How to Navigate Data Sovereignty in a Shifting Market

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Time-Off Management: Why WFM Software Beats HR Software

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Beyond Chatbots: How AI Agents Are Becoming Your Digital Colleagues

Visualizing Mental Health in the Workplace

Mental Health Challenge: Technology’s Role in Supporting Agents

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Why Average Handle Time Still Matters

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Case Study: Cielo Streamlines Recruitment Processes With Netcall

Case Study: DSB Lifted Customer Sentiment by 35% With Puzzel

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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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