Articles by Guest Author

A selection of articles from contact centre industry experts
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QA Concept
Why AutoQA Programmes Plateau – And What to Do About It
Robot hand pressing a digital tick
How to Overcome AI Contact Centre QA Barriers
Robot putting finger on blocks with smiley faces on them
What Is Customer Experience Automation? The Ultimate Guide in 2026
Hospitals Concept
Case Study: University Hospitals Sussex Reduces Wait Time by 90% With Netcall
Chat bot Robot
Where Is Voice AI Heading in 2026?
2 people pointing to the word AI in the middle
Agentic AI in the Contact Centre: What It Actually Means
Call centre worker
Case Study: Newstel Increased Training Satisfaction to 90% With evaluagent
Conversational AI
On the Front Line: How a Conversational AI Platform Changes the Job
Agent prductivity concept with people icons and a graph going upwards
12 Proven Ways to Improve Agent Productivity in 2026
Internet Provider
Case Study: Bouygues Telecom Reimagined 20+ Customer Journeys With Sabio
An illustration for an analysis concept with magnifying glass examining report document and light bulb for idea.
How Customer-Driven Innovation Is Shaping the Future of WFM
Man standing before two different staircases leading to separate open doors representing difference between two things
The Difference Between Tools and Outcomes
AI Voice concept
The Deflection Trap: Stop Treating the Voice Channel as the Enemy of Efficiency
AI ROI Concept
Boards Want ROI From AI, Most Aren’t Seeing It
Customer Journey Concept
Buy Voice AI Before Fixing This, and You’ll Waste Your Budget
Omnichannel concept
Case Study: Fnac Darty Achieves 97% CSAT Rate With Apizee
AI Agent
Exploring AI Agent Examples & Use Cases That Transform CX
Data concept
AutoQA Gives You the Data. Here’s How to Turn It Into Action
Hospital
Case Study: Rotherham NHS Cuts Call Volumes by 28% With Netcall
Financial advisor
Case Study: Clifton Asset Management Achieved 96% Engagement With Elephants Don’t Forget
Robot holding a phone
Three Things We Learned About AI and Customer Service at Elevate 2026 Norway
Performance Metrics Concept
What Sits Behind Your Contact Centre Performance Metrics?
Outsourcing concept
Case Study: ResQ Reduces Monthly Hours by 850 With Peopleware
Average Handle Time Concept
How to Reduce Average Handle Time in Your Call Centre
 
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