Articles - Automation

Automation is changing how contact centres work, freeing up agents, speeding up tasks, and improving service quality. This hub brings together guides, case studies, and expert analysis on how to introduce and optimise automation in customer contact. Learn how to identify the right processes to automate, balance technology with human support, and measure the results effectively. From workflow automation to robotic process tools and AI-driven assistance, you’ll find clear, practical insights that help your operation run smarter and more efficiently.

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Video Image: Why Human-in-the-Loop AI Matters in Customer Service
Why Human-in-the-Loop AI Matters in Customer Service
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How to Get Quality Assurance Right in the Age of AI
Video Image: 5 Ways Technology Supports Contact Centre Agents Every Day
5 Ways Technology Supports Contact Centre Agents Every Day
Quality assurance concept checklist
Stay Ahead in QA and Call Recording
Video Image: The Evolution of Voice of the Customer
The Evolution of Voice of the Customer
Finding the balance concept with a circle and square on a scale
Balance Automation and Personalization in CX
Human and technology collaboration concept with robot and human hand reaching for each other
10 New Ways Tech Is Helping Agents Right Now
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How to Maintain High Quality on Self-Service Channels
Video Image: How to Get Calls to the Right Agent, First Time
How to Get Calls to the Right Agent, First Time
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The Full Guide to Robotic Process Automation
Intelligent automated contact centre concept with robot hand holding cube with contact icons
What Are Intelligent Contact Centres Doing Right Now?
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The Latest Emerging Trends and Strategies in CX
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Perfect Your Automated Customer Service Emails
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Can AI Really Handle Customer Complaints?
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The Future of Healthcare – 5 Innovative Solutions in Action
Retail AI for CX with happy people with phone and shopping icons
5 Futuristic Use Cases for Retail CX
Headphone icon in lightbulb - contact centre innovation concept
Best Practice for Contact Centre Innovation
Hand holding a clock and hand with phone, with a speech bubble and checklist - out of hours concept
Out of Hours Service – Who’s Doing It Best?
Conversation analytics concept with person holding phone and a magnifying glass
The Essential Guide to Conversation Analytics
Video Image: What Does Contact Centre Partial Automation Really Mean?
What Does Contact Centre Partial Automation Really Mean?
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Time-Saving Hacks for Quality Monitoring
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RPA in Contact Centres: An Executive Guide
2023 Magic Quadrant for Sales Force Automation (SFA) Platforms
Have You Seen the Gartner 2023 Magic Quadrant for SFA?
Simplifying and automating the contact centre webinar featured image
Webinar Recording: Simplifying and Automating the Contact Centre
 
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