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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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9 Contact Centre Trends for 2025
Contact Centre Technology: Types, Benefits, and Trends
The Future of Healthcare – 5 Innovative Solutions in Action
How AI Is Transforming Contact Centre Operations
Data Integration: The Awkward Truth in Contact Centres
Case Study: Wyze Saves $1.2M Annually on BPO Costs With Assembled
Team Leader Experience (TLX) Explained
On Demand Webinar – Sharpen Processes for Better Engagement
Case Study: South Lakes Housing Achieved 96% Call Handling With Netcall
5 Best Practices for Multi-Step Digital Workstreams
How to Measure CX in the Contact Centre
Case Study: Refuge Saves 75 Hours Per Week in Agent’s Time With Genesys
Case Study: Radisson Hotel Group Reduces AHT by 17% With Puzzel
7 Customer Experience Trends for Businesses in 2025
The Power of Hyper-Personalized Customer Service in Retail
Your Essential Call Centre Compliance Checklist
Boosting CX With Technology – A Low-Code Approach
Case Study: Sydney Film Festival Saves 81% on Costs With Zoom
How to Use Contact Centre Speech Analytics
How to Improve Quality Parameters in BPO
Case Study: Poshmark Increases Productivity by 15% With Assembled
17 Customer Success Metrics to Track in 2025
What Is a Customer Satisfaction Score?
5 Futuristic Use Cases for Retail CX
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Editor's Pick
The Worst Examples of Saying “Sorry” to Customers
15 Award-Winning Ideas from Teleperformance Contact Centre
Top Tips for Digital Channels – Forecasting and Scheduling
What Will Agent Roles Look Like in 2035?
