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Articles by Guest Author

A selection of articles from contact centre industry experts

AI Voice Generative Technology

How to Use Speech Analytics to Increase B2C Outbound Sales

Robot hand holding a cloud

Cloud Transformation and AI Benefits in the Public Sector

Home, car insurance and concept

Case Study: Farmers Insurance Increases Productivity by 40% With Vonage

Increasing productivity level CONCEPT

2025 Call Centre Productivity Guide: Must-Have Metrics

Robot hand holding a butterfly

The AI Butterfly Effect: The Force Multiplier Reshaping CX

Phone with communication system on it

Case Study: Intercom Automated Its QA With Scorebuddy

Employee icons above person with paperwork and phone

Erlang X – Everything You Ever Wanted to Know

Net promoter score word written on a notepad and orange background

Net Promoter Score (NPS): What It Is and How to Measure It

Businessman turns wooden cubes and changes the word price to value or vice versa.

From Cost to Value: How Does Your Contact Centre Stack Up?

Sentiment analysis written on a notepad

5 Ways to Use Sentiment Analysis in Contact Centres

Gamification concept with pixel art happy character on top of mountain with raised flag

Play to Win! 10 Steps to Gamify Your Contact Centre

Call centre agent sleeping at their desk

How to Design WFM Schedules That Prioritize Mental Wellness

Call Centre Agents wearing headsets

6 Proven Strategies to Enhance Contact Centre Productivity

Employees communicating on a project

How to Communicate Change During a CX Transformation

Water and heading system

Case Study: Vaillant Improves Efficiency by 200% With Vonage

Hands cradling tiny office workers. Symbolizing employee care, workplace wellbeing, professional growth support, and perks and benefits for staff.

5 Amazing On-Site Perks Your Agents Will Love

Workforce management concept on the gearwheels

10 Best Practices for Call Centre Workforce Management

Robot chatbot on pink background

Maximizing Chatbot Effectiveness: The Power of Analytics and Self-Service

Writing positive scripting concept with a notepad and words

Positive Scripting Examples for Better Customer Conversations

Collage 3d image of pop retro sketch image of angry man screaming confused help line lady isolated

The Impact of Noise in Contact Centres

5 Stars with 2 clouds on a pink background

Citizens First: Modernizing Public Sector CX in the Cloud

Connections between people

10 Benefits of Using WFM in the Back Office

wooden blocks with shopping trollys on and a line that goes up - Retail Trends concept

Retail’s Tech Revolution: Are You Ready to Lead the Charge?

Robot attracting human figures with a magnet

How Contact Centre AI Can Help Reduce Customer Churn