Articles by Guest Author

A selection of articles from contact centre industry experts
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Employee Rights Bill: Impact on Workforce Planning in Contact Centres
Contact Centre agents
The Future of Customer Service: Top Contact Centre Automation Trends
robots talking on the phone
4 New Ways to Leverage AI for Customer Service
Houses being built
Case Study: Home Group Boosts Scheduling Efficiency by 20% with Calabrio
Contact us channel concept with person holding mobile phone with contact icons
The Evolution of the Contact Centre
Customer Experience Concept
6 Steps to Transforming Customer Experience in Financial Services
Quality assurance compliance conecpt
Why Compliance Recording and Quality Management Matter Beyond the Contact Centre
Debt Collector Call Centre
Why Debt Collection Call Centres Need QA
Aerial View of Clearwater Beach, Florida
Case Study: Clearwater Achieves 98% Answer Rate With Genesys
Call Centre Agent
The Evolving Role of Customer Service Representatives
Customer hand review feedback five star rating service
It’s Time for a More Thoughtful Approach to Technology in the CX
2 business people shaking hands
Sabio Announces Partnership With Septeo
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The Art of Balancing Data-Driven Decisions With Intuition in WFM
Headset, passport and mini plane on a map
Vacation Planning: How to Unlock Efficiency and Maintain Fairness for Agents
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Case Study: National Express Saves Over Five Hours Per Week on Scheduling with Calabrio
Team leader helping call centre agent
Centrical Launches New AI Solution to Improve Management Efficiency
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Case Study: Maps CU Achieves Seamless Service with NICE
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Build a Customer Support Strategy That Shines
2 business men shaking hands
The Retail Bulletin Today Announces the Set-Up of CX Industry Body, CX Alliance
Quality Management Concept
Benefits and Key Features to Look for in Contact Centre QA Software
Call Centre Agent working from home
A Guide to Starting a Virtual Call Centre
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How to Incorporate Customer Service Into a Digital Transformation Roadmap
Customer Feedback concept
Top 11 Customer Feedback Tools for Customer Service in 2024
Artificial intelligence concept
Building a Crisis-Ready Support Function With AI and WFM
 
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