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Articles by Guest Author

A selection of articles from contact centre industry experts

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Four AI Agent Failure Types That Will Not Show Up in Your QA Reports

Pet Insurance

Case Study: ManyPets Increases FCR to 95% With Evaluagent

Customer Retention Concept

Insurance Customer Retention: 11 Best Strategies To Encourage Loyalty

AI Agents concept

10 Things to Know Before Deploying Your First AI Customer Service Agent

Contact centre workers sat at desk

Are You a Future-Fit Contact Centre Employer?

Car Finance Concept

Car Finance Compensation: The Test Conversational / Agentic AI Was Built For

AI Segmentation concept

AI Segmentation Mastery: Unifying Data to Outperform Every Time

CUSTOMER LOYALTY. Quality, Reward, Support and Feedback concept. Chart with keywords and icons.

What Are the Most Direct Causes of Customer Loyalty?

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Case Study: Fidelity Achieve Compliance Score of 89% With Elephants Don’t Forget

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Challenges, Trends & Best Practices for Workforce Management in Healthcare

An illustration of two businessmen sitting on intersecting speech bubbles giving high fives

5 Forces That Will Redefine How Businesses Communicate in 2026

AI Chatbot

How to Prove Voice AI ROI Without Over Promising

Automation concept

Why Scaling Starts With Understanding, Not Efficiency

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Case Study: 1st Central Drops Planning Time by 95% With Evaluagent

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Are Your Customers Trying to Escape Your IVR?

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Case Study: Oxfordshire Council Reduced AHT by 9.58 Minutes With Zoom

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An Introduction to Contact Centre KPIs

Benefits

Case Study: Empyrean Increases FCR by 20% With Level AI

Man touch a worldwide nonstop support

How to Offer 24/7 Customer Support Without Increasing Headcount

Automation concept

How to Identify What to Automate in Your Contact Centre

Scripting concept with person with paper and a pen with one bit of paper saying the word script

7 Best Call Centre Scripting Tools: 2026 Guide

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Why WFM AI Fails Without Continuous Data Input

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The Future Rests on Partnerships. That’s a Good Thing.

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Why Customers Still Want to Speak to a Human in Customer Service

8x8 Modern CX Box

Editor's Pick

Thumbnail Are These Roles Missing in Your Contact Centre?

Are These Roles Missing in Your Contact Centre?

Thumbnail How to Strengthen Agents’ Trust in AI

How to Strengthen Agents’ Trust in AI

Thumbnail 7 Ways to Help Agents Fight the ‘Forgetting Curve’

7 Ways to Help Agents Fight the ‘Forgetting Curve’

Thumbnail Are Your Virtual Agents Escalating Far Too Many Queries?

Are Your Virtual Agents Escalating Far Too Many Queries?

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

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