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Articles by Guest Author

A selection of articles from contact centre industry experts

RPA and AI concept

RPA vs. AI & NLP: What’s the Difference?

Person with a digital projection

What Is a Digital Twin?

Benchmark typographic header. Idea of business development and improvement. Compare quality with competitor companies.

MaxContact Reveal Benchmarking Results

Happy customer support or sales agent

Case Study: Injixo Helps CXL Improve Agent Adherence

Data analytics illustration

Mastering Data Analytics for Customer Experience Excellence

persons hand placing different blocks with faces on

Customer Experience Tools: Boosting Satisfaction & Loyalty

Golden trophy with falling star-shaped spangles on purple background

Winners of 2024 UK National Contact Centre Awards Announced

ai vs human concept

Will Customer Service Leaders Become the Next “AI Strategists”?

talking man with car accident in street background

Use Cases for Improving Car Insurance Contact Centres

Capacity Planning Concept

The 2024 Guide to Contact Centre Capacity Planning

Customer Relationship Management Concept

Customer Relationship Management, and How Contact Centres Can Help

presenting data vector

How to Communicate Contact Centre Insights to Public Sector Leaders

Concept of teamwork organization

QStory and NatWest Improve Customer and Colleague Experience

Person with a headset on in a call centre

Case Study: ESP Group Transforms CX With Sabio

person stood on top of a mountain in the sunset

Sprinklr Named Leader in Digital Customer Interaction Solutions Report

Omnichannel vector concept

Top 13 Customer Service Types: Upsides and Downsides

Boost concept with targets and rocket

Boosting Your Contact Centre Sales Performance

Person giving rating to service experience on mobilephone

Case Study: ESS Group Centralises Customer Support With Puzzel

Small flags of different countries in close-up.

MiaRec Platform Now Supports 98 Languages

Person working in a call centre shrugging their shoulders

WEM or WFO? What’s the Difference, and Why Does It Matter?

Champion golden trophy for winner

2024 UK National Contact Centre Award Winners Announced

AI robot hand and human hand touching medical plus symbol

Empowering Agents: Using AI to Streamline Data Entry and Improve Service Quality

skill based routing concept

The Power of Simulation in Skills Based Routing

AI in palm of hand concept

AI in the Palm of Your Hand

AnywhereNow Tendfor Future Ready Calling Box

Editor's Pick

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

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

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

Thumbnail Are Non-Scheduled Agents the Answer to Seasonal Peaks?

Are Non-Scheduled Agents the Answer to Seasonal Peaks?

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

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