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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An Introduction to… Process Automation Technology
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23 Key Processes Call Centre Automation Can Simplify
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Webinar Recording: Simplifying and Automating the Contact Centre
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How to Get Quality Assurance Right in the Age of AI
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How to Maintain High Quality on Self-Service Channels
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Perfect Your Automated Customer Service Emails
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Balance Automation and Personalization in CX
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The Full Guide to Robotic Process Automation
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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What Are Intelligent Contact Centres Doing Right Now?
Video Image: 5 Ways Technology Supports Contact Centre Agents Every Day
5 Ways Technology Supports Contact Centre Agents Every Day
Video Image: Why Human-in-the-Loop AI Matters in Customer Service
Why Human-in-the-Loop AI Matters in Customer Service
Video Image: How Automating Time Off Requests Supports Agents and Planners
How Automating Time-Off Requests Supports Agents and Planners
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Video Image: The Evolution of Voice of the Customer
The Evolution of Voice of the Customer
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Stay Ahead in QA and Call Recording
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Out of Hours Service – Who’s Doing It Best?
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