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Articles by Guest Author

A selection of articles from contact centre industry experts

Call centre agent

New Salesforce Innovations Help Fuel Better CX

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How to Use Mock Calls to Improve Agent Performance – With Free Exercises

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Five9 Launches Click-and-Customize Generative AI for the Contact Centre

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What Is Sentiment Analysis – How’s It Used in Call Centres?

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The Key to Securing a Lower Agent Attrition Rate

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Sprinklr Adds BT Group to Customer Portfolio

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Zoom’s Collaboration Platform Reimagines Teamwork

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CX Becoming an Organization-Wide Responsibility

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Discover the Benefits of a Virtual Agent

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HP Unveils Industry’s Largest Portfolio of AI PCs

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Two Giants Meet – Zoom and Avaya Join Forces

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5 Best Practices for Enhancing Call Centre Quality Management

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Uniphore Unveils Enhanced Interaction Analytics Solution

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NICE Enlighten AutoSummary Wins 2024 BIG Innovation Award

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Case Study: EDF Empowers Its Energy Customers

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NECCA Appoints a New Head Judge

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AI-Driven CX in Tech: Challenges & Opportunities

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Zoom Boom Continues With Latest Expansion

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NICE Continue to Impress Judges in Digital Transformation

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How to Gamify Sales Training Programs

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What Is VoIP – A Guide to Voice Over IP for Contact Centres

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Record-Breaking Year for CCMA’s UKNCCA 2024 as Finalists Announced

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Zoom Takes the Spotlight for Setting New Standards

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8×8 Continues to Be Recognised for Innovation

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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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