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: How Contact Centre QA is Changing
How Contact Centre QA Is Changing
Chatbot vs Ai Agent illustration
What’s the Difference Between a Chatbot and an AI Agent?
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
Customer experience concept with a clock and sticky notes with smiley faces
Free People Up for the Highest-Value Parts of CX
Video Image: 5 Features of Effective Self-Service Scheduling
5 Features of Effective Self-Service Scheduling
Video Image: The Rise of Lifestyle-Centric Scheduling
The Rise of Lifestyle-Centric Scheduling
Illustration of a red and green AI robot heads with a smiley and unhappy face in speech bubble
Are Your Virtual Agents Escalating Far Too Many Queries?
Video Image: 3 Tips to Reduce Escalations From Virtual Agents
3 Tips to Reduce Escalations From Virtual Agents
AI in HR and recruitment concept with AI overlaid next to people icons
Where Is AI Making a Positive Difference in Recruitment?
Illustration of a robot hovering over a mobile phone with chat and digital icons
Are You Ready for AI Customers?
AI integration and augmentation concept with puzzle pieces
10 Smarter Ways to Use AI Augmentation
Video Image: How Contact Centre QA is Changing
How Contact Centre QA Is Changing
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?
The 10 Things They Won’t Tell You About Artificial Intelligence
Complaint concept with digital angry face
Can AI Really Handle Customer Complaints?
A picture of someone experiencing the virtual technology world
Call Centre Software: What Should You Be Looking Out For?
The Top 10 Emerging Technologies in Contact Centres
Quality concept with neon quality sign and stars
Time-Saving Hacks for Quality Monitoring
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?
Recorded Webinar: Automation in the Customer Journey
Retro Robot with Tin Can Phones
The Dos and Don’ts of Automated Assistants in the Contact Centre
How Can You Automate Your Contact Centre?
A hand holding jigsaw piece with background of teamwork people connection - technology solving staffing gaps concept
How Technology Can Plug the Gap in a Short-Staffed Call Centre
 
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