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Articles by Guest Author

A selection of articles from contact centre industry experts

Chatbot vs Ai Agent illustration

What’s the Difference Between a Chatbot and an AI Agent?

AI robot having tug of war with people

77% Still Prefer Human Interaction for Complex Issues

multi skilled agents

Mastering the Art of Multiskilled Agents

Different call centre operations

How to Turn CX into a Competitive Advantage

Save money concept with hand holding money and a clock

8 Ways Cloud Unified Communications Save Money And Simplify IT

Illustration of two people shouting down telephones

Is Hanging Up on Screaming Customers Backfiring on You?

KPI Dashboard concept

Your KPIs Look Fine but Here’s What’s Really Costing You

Person holding a pen and holding a clip board

76 Customer Service Survey Questions to Help You Excel at CSAT

Digital image of a speech bubble and headset

How Agentic AI Is Redefining the Contact Centre

White cloud with the words Time to Switch written on it.

Five Reasons to Switch Your On-Premises PBX to the Cloud

AI Voice Agent

Why High-Performance Voice Agents Require Owning the Voice Stack

Credit checking concept

Case Study: NewDay Achieved 29% Knowledge Improvement With Elephants Don’t Forget

Car on a dark black background

Case Study: Mazda Saved $1.8M With AnywhereNow

How to Design Exceptional Customer Experiences

Row of paper people with a human hand holding a magnifying glass

The Hidden Cost of Under- and Overstaffed Contact Centres

Step-by-step action plan as order of priorities in any activity.

Engineering Trust and Predictability in a Virtual Agent

Personal message concept with a hand holding closed envelope with one notification

Personalized and Promotional Multimedia Messaging

Person checking happy whilst on a call

Finally, Meetings and Calls That Work for You

Workforce Management concept

7 Lessons Learned About WFM in the Latest Survey

Finance Concept

Case Study: Wave Transforms Training With Elephants Don’t Forget

Person meditating in busy workplace

Instil a Sense of Calm in Your Contact Centre

Minimalist image of a white boomerang with blue stripes lying on a yellow background,

What’s the Rehiring Boomerang?

Sports Betting Concept

Case Study: How Global Sports Betting & iGaming Transformed WFM With Sabio

Improve performance concept with steps and a target

How to Improve Call Centre Agent Performance

MaxContact KPI Benchmarking Report V2 Box

Editor's Pick

Thumbnail 7 Simple Mistakes That Hurt Contact Centre Morale

7 Simple Mistakes That Hurt Contact Centre Morale

Thumbnail How to Make After-Call Work More Efficient – Without AI

How to Make After-Call Work More Efficient – Without AI

Thumbnail How Worcester Bosch Keep Their NPS Above 80

How Worcester Bosch Keep Their NPS Above 80

Thumbnail How to Be a More Proactive Customer Contact Leader

How to Be a More Proactive Customer Contact Leader

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

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