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Articles by Guest Author

A selection of articles from contact centre industry experts

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Omnichannel vs. Multichannel: Which Strategy Wins in 2026?

Car finance concept

Case Study: Moneybarn Improved Customer Outcomes by 9% With Elephants Don’t Forget

The word empathy written on blocks

30 Science-Based Empathy Statements for Customer Service

A worker in a headset sat at a desk

How Contact Centres Reduce Labour Spend Without Hurting CX

A pair of hands supporting people icons in sunlight

From B2B “Boring-to-Boring” to Human Connection

Magnifying glass focusing on puzzle piece with business strategy icons, representing elements of employee experience

Retain Talent With Strong Contact Centre EX

CX Metrics concept

In the Era of AI Analytics, Do CX Metrics Still Matter?

3D bar chart, coins, and upward arrow emerging from smartphone on purple background

Your Revenue Tech Stack is Failing Your Team. Here’s The Fix.

Top 6 AI Customer Service Agent Platforms for Automated Support

Red clothes on the floor

Case Study: Chantelle Estimates 60% Savings With 8×8

Process Mapping Concept

How Process Mapping Helps Assign Roles and Responsibilities

Contact centre worker in a headset working at a computer

Contact Center Services in 2026 – 8 Tools to Scale Smarter

Car, home and all round insurance concept

Case Study: LV= Reduced Complaints by 62% With Elephants Don’t Forget

Voice technology concept with a person with a laptop and phone with sound wave and microphone icon

Why Most Voice Automation Systems Are Falling Short Right Now

AI icon among human ones

The Complete Guide to AI-Driven Workforce Optimization

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Labels Don’t Matter. Outcomes Do

Productivity and Efficiency concept

Contact Centre Efficiency and the Productivity Gap in Session Management

The word CX on blocks with someone placing another block with the word AI on it

What Does CX Automation Actually Mean?

Manufacturing equipment

Case Study: Topcon Increase Agent Productivity With Level AI

BPO Concept

Why BPO Must Finally Deliver on Outcome-Based Pricing

Person in hybrid work place sharing time between an office and working from home remotely,

How to Manage a Hybrid Workforce Effectively

QA Form

Call Centre Quality Monitoring Guide 2026

Cars lined up

Case Study: VCFSUK Achieves 94% User Engagement With Elephants Don’t Forget

Voicebot vs Chatbot concept

Voicebot vs Chatbot: How to Choose the Right Automation for Your Contact Centre

Route 101 CCMA Research 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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