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Articles by Guest Author

A selection of articles from contact centre industry experts

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Case Study: SumUp Personalizes Quality and Improves CSAT

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The Kerv and Genesys Partnership Goes From Strength to Strength

Talkdesk Recognized as a Microsoft Digital Native 2023 Partner of the Year

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New Research on AI’s Impact on Customer Service Agents

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Intraday Automation – Real-Time Workforce Management

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What’s Driving CX Trends in 2023?

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A Homegrown AI Solution Is Harder Than You Think

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NICE Announces Summer 2023 Release of CXone

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Resilient Operations Partner With QStory

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Agent Empowerment Takes Centre Stage With QStory’s Agent Flex Software

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Schneider Electric Taps Genesys to Transform Its CX

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Journey.ai Expands Suite on the Five9 CX Marketplace

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NICE Named Overall Leader in Technology Excellence and Customer Impact

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Zoom Launches WEM Suite for Contact Centre Teams

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7 Things to Consider When Buying a Customer Management Tool

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8 Statistics From the CX: 2030 Vision Report

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The Rise of Omnichannel CCaaS

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Cultivating a Culture of Employee Well-Being

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Optimising EX and CX with Artificial Intelligence

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Elevating Customer Satisfaction With BPO QA Essentials

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Call Centre Outsourcing Costs and Benefits

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Does AI Really Have a Place in Quality Assurance?

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Top Call Centre Efficiency Metrics And How To Improve Them

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Genesys and ibex Partner to Deliver Next Generation CX Solutions

Puzzel State of the Contact Centre 2026 Box

Editor's Pick

Thumbnail How to Boost Customer Survey Response Rates

How to Boost Customer Survey Response Rates

Thumbnail Which Games Actually Work While Agents Are Taking Live Calls?

Which Games Actually Work While Agents Are Taking Live Calls?

Thumbnail Quick Wins to Improve Information Accuracy

Quick Wins to Improve Information Accuracy

Thumbnail How to Nurture an AI-Positive Culture in Your Contact Centre

How to Nurture an AI-Positive Culture in Your Contact Centre

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

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