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Guest Blogs

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

Customer service call centre robot

How AI Is Reshaping the BPO Business Model

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How AI Chatbots Reduce Resolution Times and Enhance CX

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5 Strategies to Improve Coaching and Engagement in Your Contact Centre

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The Power of AI and Gamification: CX, EX and Beyond

Workforce Management concept

7 Key Signs Your WFM Solution Is Delivering Results

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How to Semi-Automate Your Call Scoring

Customer relationship management concept

What Is Customer Service Management? Examples and Best Practices

The words 'Key Performance Indicator' with a key and lock

11 Critical KPIs to Monitor for Contact Centre Efficiency

Robot in a call centre with headset on

5 Ways AI Improves Customer Experience Management

Isometric flat vector concept of QA

How QA Software Can Help Solve Your Contact Centre’s Key Challenges

"Time is money" concept

3 Steps to Get Ahead of the “Time Is Money” Initiative

Person touching a cloud with a network of people around it

How Does a Cloud Contact Centre Improve Customer Retention?

Symbol for artificial intelligence (AI) failure. Hand turns cubes and changes the expression AI to fail.

80% of AI Projects Fail – Here’s How to Save Yours

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No More Talk – It’s Time for Action With The New CX

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How to Hit the Sweet Spot in Workforce Planning

Choosing a strategy concept

How to Navigate RFPs for Workforce Management Software

AI Software

The Fundamentals of Contact Centre AI Software

Chat GPT on a phone

How to Create Agent Schedules in Just a Few Minutes

Person holding a phone and dialling a number

7 Success Strategies for Outbound Call Centre Excellence

Customer evaluation indicator rating print screen wooden cube block

Understanding and Assessing Your Team’s CX Maturity

Onboarding Success Concept

Top Tips for Onboarding Contact Centre Agents

Call Centre Agents shrugging their shoulders.

Clean a Toilet or Contact Customer Service? Tough Call…

AI Concept

Overcoming the AI Adoption Chasm

Picture of retro telephone over blue background

A Guide to Answering Machine Detection