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Guest Blogs

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

Cloud Computing Concept

What Is a Cloud Contact Centre, and How Does It Work?

Weighing scales on pink background - balance concept

How to Balance the Cost to Serve With Agent Wellbeing

Omnichannel concept

What is an Omnichannel Contact Centre, and How Does it Improve CSAT?

Persons hand and robot hand touching a virtual screen

Translating Manual Scorecards Into AI-Driven Auto Scorecards

Vector of a hand placing stars

A Guide to Mean Opinion Score (MOS)

Agent Satisfaction Concept

Discover How to Track and Improve Agent Satisfaction

Time scale comparing the differences between generations

Tailoring Customer Service for Every Generation in EGaming and Sports Betting

Old telephone on a pink background

What Is an Outbound Contact Centre?

Human and Robot shaking hands

Achieve Contact Centre Success With Real-Time Agent Guidance

Robotic Hand Using Laptop With Pink Piggybank On Keypad

How Technology Is Changing the Financial Services Industry

Skill based routing concept

What Is Automatic Call Distribution (ACD)?

The word CCaaS

What Is Contact Centre as a Service (CCaaS)?

Person on the phone smilling

4 Insights Into Customer Happiness: How Making Them Smile Makes Companies Smile

Event Arena

The Top Contact Centre Events and Conferences in the USA for 2024

Identical AI Robots sitting at office desks

Preparing Your Contact Centre Workforce for the AI Revolution

3D Data analytics on different devices phone or laptop

5 Considerations When Choosing a Tech Stack for Your Contact Centre

Wooden blocks with KPI on them

An Introduction to Contact Centre KPIs

Virtual assistant concept

Why You Should Consider Adopting a Virtual Agent

AI intelligent digital customer service concept

10 AI Use Cases: Call Centre Performance & Effectiveness

Customer experience concept

How Does Hyper-Personalization Improve CX?

Transform and success concept with a crumpled paper transforming into a boat then a swan and a flying bird.

How to Transform the Colleague Experience

Event Arena

The Top Contact Centre Events and Conferences in Europe for 2024

Call Centre agent shrugging their shoulders

Is a ‘Good Enough’ Attitude Preventing Your CX Victory?

contact centre software concept

What Is Contact Centre Software, and How Does It Work?