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Articles by Guest Author

A selection of articles from contact centre industry experts

Agent burnout

Unnecessary Effort Is Burning Out Your Agents

Medical doctor provides patient care during consultation discussing health problems

Case Study: Allianz Health Sees 489% ROI With Elephants Don’t Forget

Text Uncover Your Customer Needs appearing behind torn paper.

Your Guide to Customer Needs and Solutions

CX, Customer Experience concept, miniature figure worker building alphabet CX at the center

CX Strategy Is Changing: Why Frontline Teams and AI Can’t Be an Afterthought

Person cheating to hit target concept with hand placing dart in center of board

The Real Reason Your Agents Are Cheating to Hit Targets

Hand pointing at a phone with 5 stars on it

AI in CX: What’s Working, What’s Not, and What Comes Next

wfm concept

6 Ways Agentic AI Tech Will Fundamentally Transform WFM

Search bar

Why Traditional Site Search Is Quietly Failing Users

Heavy duty equipment

Case Study: Kiloutou Resolved 25% of Requests on 1st Call With Apizee

Follow up after conversation concept with hand holding phone with speech bubbles and a checklist

5 Ways to Use AI to Automatically Follow Up After Customer Conversations

Sentiment analysis concept with a magnifying glass examining a positive bar chart on a document surrounded by happy emoji faces

Sentiment Analysis Tools: How They Work and Top Picks for 2026

Person handing a corporate business card

Case Study: Ramp Improve Agent Satisfaction With Assembled

Call centre worker sat at desk on a call

The Rise of Video Chat in Customer Service

Text boxes and speech bubbles - conversation and story concept

The Real Story Is in the Conversation

Embedding AI in business concept with ai icon and keyboards

Where Should You Be Using AI in New CCaaS Implementations?

GPT Concept

The Sub-Second Shortlist: Picking The Right OpenAI Model For Live Voice

ROI Concept

How to Deliver ROI With Contact Centre Analytics Software

Employee Rights concept

Employment Rights in Contact Centres: 6 Powerful WFM Strategies

Malfunctioning robot head with sparks and smoke coming out of its circuit board against a bright blue background

Why Contact Centres Cannot Scale AI on Fragmented Systems

Insurance claim checklist concept

Case Study: Eurexo Saved 365 Hours a Month With Apizee

AI Sales Agent

What Is an AI Sales Agent? Benefits, Use Cases, and ROI

Person typing on laptop computer with glowing microphone and soundwave icon, representing speech recognition

What Is Speech Recognition Technology with Examples for 2026

Wokingham on a map

Case Study: Wokingham Council Lower Costs With Netcall

Quality concept with an arrow going up and a person setting a circular block with quality icon

Push Your QA Programme Beyond “Just Looking Good”

Zoom Interactions into Insights Box

Editor's Pick

Thumbnail Are These Roles Missing in Your Contact Centre?

Are These Roles Missing in Your Contact Centre?

Thumbnail How to Strengthen Agents’ Trust in AI

How to Strengthen Agents’ Trust in AI

Thumbnail 7 Ways to Help Agents Fight the ‘Forgetting Curve’

7 Ways to Help Agents Fight the ‘Forgetting Curve’

Thumbnail Are Your Virtual Agents Escalating Far Too Many Queries?

Are Your Virtual Agents Escalating Far Too Many Queries?

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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