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Articles by Guest Author

A selection of articles from contact centre industry experts

Smart city and digital transformation

Case Study: Telmore Saves 400+ Hours a Month With Puzzel

How to practice PATIENCE on white card lying on notepad

How to Practice Patience in Customer Service

3d smart AI chatbot with books and idea lightbulb

How MiaRec Customers Use Auto QA to Transform Their Business

Vector illustration of robot wearing a call centre headset

How AI Is Changing the Way Customer Service Works

AI powered QA

Build a Business Case for AI-Powered Call Centre QA

Row of blue people figures standing and yellow AI bot - AI in WFM concept

Five AI Use Cases for WFM

Robot hand pointing to touch a human hand

Why the Future of WFM Is More Human Than Ever – And How AI Helps

human and robot hands put together a puzzle that forms a bubble text

What Are AI Agentic Workflows? A Comprehensive Guide

Data integration concept

Why WFM Data Integration Is Critical for Contact Centres

A contemporary artistic collage depicting hands holding mechanical clocks emerging from a vintage suitcase

Building Smarter Schedules to Enhance Efficiency

A smiling wooden figure stands on the highest block with a five-star rating above.

AI Is Everywhere, but ROI Is Rare: Why CX Is Leading the Way

Hidden cost concept

Are Your CX Systems Helping You Move Faster – or Quietly Costing You?

Illustration of bank on 3D concept on green colour.

Case Study: HSBC Reduces Abandon Rates by 48% With Genesys

Network connection across Paris

Case Study: isp.net Achieves a 900% Increase in Performance Visibility With MiaRec

Vector illustration, customer service, chatbot hotline operator

5 Steps to Greatness With Contact Centre AI

WFM VS WFO written on a blue and pink background.

Understanding the Key Differences Between WFM and WFO

Women working as a call centre agent from home.

What Is a Virtual Contact Centre?

Superhero standing on top of world - empowerment concept

Are You Doing Enough to Empower Your Agents?

Sentiment analysis written on a post it note

A Guide to Contact Centre Sentiment Analysis & Measurement

Post it notes with the words 'BPO' on them

How to Close the BPO Quality Gap

Call Centre Agent

14 Skills Every Call Centre Agent Should Master

Phone and clock on a green background

5 Best Practices to Improve AHT in the Contact Centre

Robot hand pointing to the word 'Human Resources' on a digital screen.

AI in HR – Boosting Workforce Engagement and Retention

Lots of summer clothes on a rail

Case Study: Seasalt Cornwall Increased Service Level With Peopleware

CallMiner Forrester CX Tech Ecosystem Box

Editor's Pick

Thumbnail Stop Making Your Absence Rates Go Up!

Stop Making Your Absence Rates Go Up!

Thumbnail 10 Quick Wins to Help Agents Recover From a Tough Day

10 Quick Wins to Help Agents Recover From a Tough Day

Thumbnail Ways to Reduce Friction Between Agents Working on Different Channels

Ways to Reduce Friction Between Agents Working on Different Channels

Thumbnail 7 Things Creative Team Leaders Do Better Than the Rest

7 Things Creative Team Leaders Do Better Than the Rest

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

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