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Articles by Guest Author

A selection of articles from contact centre industry experts

Wooden blocks with KPI on them

An Introduction to Contact Centre KPIs

Virtual assistant concept

Why You Should Consider Adopting a Virtual Agent

AI intelligent digital customer service concept

10 AI Use Cases: Call Centre Performance & Effectiveness

Customer experience concept

How Does Hyper-Personalization Improve CX?

Transform and success concept with a crumpled paper transforming into a boat then a swan and a flying bird.

How to Transform the Colleague Experience

Rating star concept with person holding a yellow light bulb

From Efficiency to Empathy: Genesys Cloud’s Bold Move to Revolutionize CX

Person holding house keys in one hand and a miniature house in the other

Case Study: Dudley Council Transform Rental Management With MaxContact

Event Arena

The Top Contact Centre Events and Conferences in Europe for 2024

Aeroplane flying across a city with sunset

Case Study: Virgin Atlantic Achieves a 50% Decrease in AHT With Genesys

Call Centre agent shrugging their shoulders

Is a ‘Good Enough’ Attitude Preventing Your CX Victory?

contact centre software concept

What Is Contact Centre Software, and How Does It Work?

Have Babelforce Gone Mad? Why Are They Organizing Their Own CX event?

Happy Call Centre Agents

How to Empower Frontline Employees With AI-Driven Feedback

Measuring KPI concept

10 Important Call Centre KPIs to Monitor

AI in a business concept

The Realistic Approach to AI for Growing Businesses

Dashboards and reporting on a screen vector

12 High-Impact Decisions You Can Make Using Dashboards & Reporting

blurred background with chatbot robot application

How Does AI Improve Contact Centre Efficiency?

A group of office workers chatting at desks

Hit the Ground Running! How to Help Your Agents Be Shift Ready

Sentiment analysis on blocks

NLP-Based vs. LLM-Powered Sentiment Analysis

Stacked books with magnifying glass

How to Extract Valuable Insights With Text Analysis

Bowling ball hitting bowling pins

Case Study: Hollywood Bowl Increases Adherence to 95% With Injixo

Customer Profitability Analysis

A Beginner’s Guide to… Customer Profitability Analysis

mini robot with screens of text on a computer behind it

The New CX – AI and Agents in Conversation

Robot and call centre agents working at a desk.

8 AI Capabilities to Look for in a Contact Centre Solution

MiaRec Feb26 webinar box

Editor's Pick

Thumbnail Stop Your Agents Covering Up Their Mistakes

Stop Your Agents Covering Up Their Mistakes

Thumbnail The Real Reasons You’re Failing to Tackle Lateness

The Real Reasons You’re Failing to Tackle Lateness

Thumbnail What Does It Really Take to Correct a Customer Politely?

What Does It Really Take to Correct a Customer Politely?

Thumbnail 7 Ways to Cut “Dead Wood” in the Contact Centre

7 Ways to Cut “Dead Wood” in the Contact Centre

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

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