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Guest Blogs

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

ABC Model concept with A, B and C on wooden blocks

How to Introduce the ABC Mentality and Boost Revenue

Missing puzzle pieces with check mark and cross symbols.

Call Centre Attrition: Why Do Staff Leave – or Stay?

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Hearing Technology Strengthens Our Relationships

Test concept with checklist being passed between two computers

Why Your Contact Centre Needs a Stress Test

Movie clapper on blue background

Taking Interaction Recording to the Next Level

Hand Holding a Smiling Face - positive review concept

Everything You Need to Know About Brand Experience

Decorative red heart and black stethoscope on blue background,

Can Healthcare Be Both Less Costly and More Efficient?

Golden number 15 on yellow and blue confetti Background

15 Statistics That Forecast the Future of the Contact Centre

A satisfaction survey concept with faces on blocks

Why Employee Experience Surveys Don’t Always Work

Unhappy customer with sad emotion face on laptop.

7 Examples of Bad Customer Service and How to Fix Them

Compass and business analytics graphs

Improving Customer Retention With Journey Analytics

Hands holding speech bubble

How to Build Effective AI Chatbots

Optimisation concept with laptop behind process improvement icons

The Controllables Contact Centres Should Optimize

Hand holding quality rating check mark and stars

Manual QA in a Conversation Intelligence Program

Robotic Hand Protecting Pink Piggybank - technology to reduce costs concept

How to Use Automation to Reduce Call Centre Costs

Two employees holding hands and connecting chain

Connecting the Data Divide for BPO Partnerships

Happy person recording voice message

4 Ways Small-Medium Businesses Can Use Voice Messaging

Healthcare, Doctor online and virtual hospital concept, Diagnostics and online medical consultation on smartphone

Top 4 AI Use Cases in Healthcare Communications

Wooden blocks with icon of growth and text "ROI".

How to Demonstrate the ROI of CX in Tough Times

Business ethics concept. Ethical corporate culture with wooden cubes with ethics mindset and teamwork icons.

The Big Problem With Remote Working and Corporate Ethics

4 pink piggy banks in front of pile of coins

Handy Approaches to Reducing Operating Costs

Turned a cube and changed the direction of an arrow next to a cube with a percentage

How to Increase Employee Net Promoter Score (eNPS)

Person in hoodie with laptop and tech lines - cyber criminal concept

Four Ways to Defend Against Cyber Criminals

Elephant sitting on a tree branch looking into distance

What Elephants and CX Have in Common