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Articles by Guest Author

A selection of articles from contact centre industry experts

Customer data sheet

CX Myth #4: The More Customer Data Tools You Integrate, The Better Your Stack

A blurred image depicts a hospital waiting area with numerous people, some in wheelchairs, seated along a long corridor.

Case Study: Liverpool Women’s NHS Trust Saved Over £1200 in Admin With Netcall

News website on a laptop

Case Study: The Globe and Mail Secures Payments With SequenceShift

Customer complaints concept with person showing dissatisfaction

Use Customer Complaints to Your Advantage

Smartphone call from unknown or stranger number

What Is Caller ID Spoofing? How To Spot, Prevent, and Guard Against It

Omnichannel concept

CX Myth #3: Omnichannel Means Offering More Channels

White tablet pc and doctor tools on gray surface

Digital Inclusion in Healthcare

House with keys

Awaab’s Law and Housing Management Systems

Finding the balance concept with a circle and square on a scale

Balance Automation and Personalization in CX

A coloured block with text SENTIMENT ANALYSIS surrounded by white puzzle pieces

What Is Sentiment Analysis, and How Can It Improve CX?

Growth graph with arrow up

Realizing CX Outcomes Across Your Tech Stack

Robot hand touching digital AI

CX Myth #2: Great CX Starts with Automation and AI

Depressed exhausted humanoid AI robot sitting at desk and working, AI failure concept

Why Most Support AI Builds Stall (And What CX Leaders Should Do Instead)

Robot hand and human hand

Choosing an AI Contact Centre Partner: Ethics & Privacy Matter More Than Ever

Compliance to regulation process standard industry company vector

The Importance of Processes for Risk and Compliance

AI Robot sat at a desk

Agentic AI: What Contact Centre Leaders Need to Know (And What’s Coming Next)

2 hands pointing at a love heart

7 Ways Agents Can Build Stronger Customer Connections

Plant based supplements

Case Study: Holland & Barrett Streamlined Their Workflows With Netcall

Human and robot working together

4 Ways Humans and AI Can Deliver Smarter, More Empathetic CX Together

Deaf people communicating with their hands

Case Study: Deaf Connect Solves Outages With Sequence Shift

Robots working as call centre agents

4 Ways a People-First AI Strategy Drives Better Service

Abalog phone on one side with a digital phone on the other

Analog vs. Digital – Which Telephone System Is Best?

Cars drifting - supervisor drift concept

Is Supervisor Drift Compromising Contact Centre Performance?

Collage of a increase graph and the word 'ROI'

Why ROI in Contact Centres Isn’t Just About Cost Savings

8x8 Build Sustainable CX Practice Box

Editor's Pick

Thumbnail Turn a Bad Team Leader Into a Good Team Leader

Turn a Bad Team Leader Into a Good Team Leader

Thumbnail Which Soft Skills Do CX Leaders Really Need?

Which Soft Skills Do CX Leaders Really Need?

Thumbnail 7 Ways You’re Punishing Your Best Agents Right Now

7 Ways You’re Punishing Your Best Agents Right Now

Thumbnail What’s Really Ruining Empathy in Customer Service?

What’s Really Ruining Empathy in Customer Service?

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

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