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Articles - Predictions

Explore our range of resources on the future of the contact centre industry that look at innovation, technology, and evolving customer expectations.

Recorded Webinar: The Contact Centre of the Future 2012

The future of CRM

2020 vision: What will the call centre look like in ten years’ time

Future forecasting models

Top five predictions for call centre technologies in 2010

How it Looks – the Contact Centre of the Future

Route 101 Zendesk CX Trends 2025 Report Box

Editor's Pick

Thumbnail 10 New Ways Tech Is Helping Agents Right Now

10 New Ways Tech Is Helping Agents Right Now

Thumbnail Stop Making Your Absence Rates Go Up!

Stop Making Your Absence Rates Go Up!

Thumbnail 10 Quick Wins to Help Agents Recover From a Tough Day

10 Quick Wins to Help Agents Recover From a Tough Day

Thumbnail Ways to Reduce Friction Between Agents Working on Different Channels

Ways to Reduce Friction Between Agents Working on Different Channels

NICE CXone Vulnerability Report 2025 Box

Latest Resources

2025 Contact Center KPI Benchmarking Report

2025 Contact Center KPI Benchmarking Report

eBook: Transforming Patient Experience for UK Healthcare

eBook: Transforming Patient Experience for UK Healthcare

Genesys State of CX Report box

Upcoming Events

thumbnail advert promoting event Unlock the Power of Your QA Data – Webinar

Unlock the Power of Your QA Data – Webinar

thumbnail advert promoting event BPO Pulse 2025: Growth, Tech & Trust – Insights from MaxContact & HGS – Webinar

BPO Pulse 2025: Growth, Tech & Trust – Insights from MaxContact & HGS – Webinar

MaxContact Voice of the Consumer Report 1 Box

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Real-Time Agent Guidance: Improving Call Outcomes

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Staying Competitive – The New Era of Financial Services Resilience

SupportZebra Future Proof Your Customer Support box

Featured Articles

Thumbnail Welcome Calls: A Simple Way to Increase Customer Satisfaction

Welcome Calls: A Simple Way to Increase Customer Satisfaction

Thumbnail 15 Clarifying Questions For Customer Service

15 Clarifying Questions For Customer Service

Thumbnail When Is It OK to Hang-Up on a Customer?

When Is It OK to Hang-Up on a Customer?

Thumbnail How to Setup a Call Centre from Scratch – The Checklist

How to Setup a Call Centre from Scratch – The Checklist

Content Guru Three Agentic AI Workflows ebook Box

Popular Pages

Thumbnail The Top 25 Positive Words and Phrases for Customer Service

The Top 25 Positive Words and Phrases for Customer Service

Thumbnail The Top 50 Words to Describe Yourself on Your CV in 2025

The Top 50 Words to Describe Yourself on Your CV in 2025

Thumbnail Contact Centre Dashboard Excel Template – FREE Download

Contact Centre Dashboard Excel Template – FREE Download

Thumbnail The Phonetic Alphabet and How it Improves Customer Service

The Phonetic Alphabet and How it Improves Customer Service

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

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