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Guest Blogs

Highlights of our guest posts from our collection of contact centre industry experts.

Call centre workers

The Future of Call Centre Outsourcing Technologies

Hands reaching out - human touch in customer service concept

5 Reasons Why the Human Touch Should Not Be Forgotten in the Age of AI

A portrait of Santa Claus is sitting in the headset with a laptop

Looking Inside Father Christmas’ Contact Centre

Handholding glowing world - future concept

Biggest Future of Work Trends for 2024

Coaching concept with a person in a black shirt that says coach

Top Call Centre Coaching Techniques & Methods

Santa Claus hat and headset

8 Ways to Help Contact Centre Agents During the Holiday Rush

Person holding a tablet with customer reviews and rating stars

Building Customer Trust Through AI

Questioning concept with question marks in speech bubbles

11 Probing Questions for Better CX

Choice and difference concept with a white and blue arrow pointing in different directions

The Difference Between BPO and Call Centres

Person talking on phone with documents in hand

3 Ways Auto Call Summaries Streamline Contact Centres

Happy person sat on bean bag looking at mobile phone

10 Strategies to Improve Customer Service

Customer choose emoji emoticons happy mood on emotions satisfaction meter

Why CX Matters and How to Improve It

Steam escaping from lid of pressure cooker

The CX Pressure-Cooker and the AI Solution

Old orange telephone with handset off.

Why CX Can’t Afford to Hang Up on the Voice Channel

Compliance concept with the words over a call centre

Navigating Call Centre Compliance Successfully

Human ai connection concept with robot and human hand touching

Why Contact Centre Agents Shouldn’t Have a Fear of AI

Clouds with connections

Cloud Communications Combat Uncertainty in a Crisis

Arrow on road pointing forward - guidance concept

How Real-Time Agent Guidance Enhances CX

Strategy concept with person moving gold chess piece

What Role Do Key Strategies Have in Creating Outstanding CX?

Understanding AI, ML & More in Contact Centres

Hand draws a rising arrow on blue background

6 Ways to Increase Productivity with AI and Automation

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11 Call Centre Management Mistakes

Gamification illustration with paths rewards and trophy

The Game Changer: Gamification in Contact Centres

Paper ghosts on purple background

Prevent Pre-Boarding Purgatory and First-Day Ghosting