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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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Effective Meeting Planning in the Call Centre
Contact Centre Efficiency: 9 Strategies for Improvement
Best Practices for Supporting Vulnerable Customers in Times of Crisis
5 CX Trends for Your 2024 Healthcare Strategy
50 Must-Have Customer Survey Questions
Is It Possible to Transform a Contact Centre Into an Employer of Choice?
Leveraging AI to Drive Revenue Growth in Customer Service
Sprinklr Named a Leader in the 2024 Gartner Magic Quadrant
Sprinklr Named Strong Performer in Conversational AI
It’s Time to Move Beyond Routine Marketing and Sales Administration
The Goldilocks Principle in WFM: Managing Change and Intraday Operations
7 Reasons Why CX Can’t Hang Up on the Voice Channel
Reducing Colleague Attrition
Case Study: Ratioparts Builds Profit Centre
Zoom AI Companion Helps People Stay Connected on the Go
Zoom Doubles Down on Security as Threat Landscape Evolves
HP Unlocks New Era of AI Experiences
Award-Winning Solution Reduces Risk of Reputational Damage
Sabio’s Wellbeing Companion Now Available on the Genesys AppFoundry
InVision Reinforces Commitment to Information Security
Case Study: Haier Smart Home Drives Agent Wellbeing and Autonomy
How AI Can Help Improve Team Morale & Reduce Agent Turnover
Puzzel Introduce Their New Brand
10 Essential Contact Centre Metrics and KPIs to Measure in Healthcare
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Editor's Pick
Are Your KPIs in Desperate Need of a Refresh?
Stop Your Agents Covering Up Their Mistakes
The Real Reasons You’re Failing to Tackle Lateness
What Does It Really Take to Correct a Customer Politely?
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2026 AI Voice Agents Buyers Guide
eBook: Why Traditional QA Is No Longer Enough for Today’s Contact Centres
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Latest Blogs
How Virtual Agents and Humans Work Together for Better CX
AI Voice Agents Are Not a Contact Centre Tool. They’re an Operating Model Decision
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