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Guest Blogs

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

Phone operator

How Do Outbound Call Regulations Help Deliver Value to Customers?

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10 Call Centre Training Games That Improve Employee Engagement

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What Are the Key AI-Powered Innovations for 2025?

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A Guide to Contact Centre Sentiment Analysis

AI in a business concept

The Realistic Approach to AI for Growing Businesses

Doctor on blurred background creating artificial intelligence interface

Bringing Generative AI to Healthcare Through the Contact Centre

Chat illustration on laptop

14 Best Practices for Customer Support Live Chat

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How Is Email Evolving and Becoming More Automated?

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Staff Training for Omnichannel Support

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Do You Know the True Cost of a Bad Hire in the Contact Centre?

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Case Study: CollaborationRoom.AI Improves Testing

Time taken to answer the phone

5 Tips to Optimize Average Speed of Answer and Wait Time

Doctor with Stethoscope Holding Red Measuring Tape

10 Essential Contact Centre Metrics and KPIs to Measure in Healthcare

A trainer holding notebook with text MANAGEMENT TRAINING at presentation

Essential Training for Call Centre Managers

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Bringing the Back Office Into Your Omnichannel Contact Centre

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Bias, Accuracy and Benchmarking for Conversational AI

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7 Creative Ways to Recognize Contact Centre Agents

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How to Create a Better Customer Experience Through Employee Focus

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Top Call Centre QA Challenges and How AI Can Really Help

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Employee Engagement Surveys and Employee Wellbeing

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Time Management Tips to Enhance Performance

Colourful arrow on graph showing increase

Improve First Contact Resolution (FCR)

Blocks that day 'Trend' on them

8 Biggest Trends Impacting Mid-Sized Companies

Customer feedback and review

Beyond Post-Call Surveys: Understanding VoC