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Guest Blogs

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

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The Third Era of AI is Upon Us

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Email vs Messaging: The Search for Better CX

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Layoffs Here, Reductions There, Staff Changes Everywhere

Person working in call centre, surrounded by colleagues

What Agents Experience in a Work Environment

Analysis of recorded telephone conversation concept, with a graphic interpretation of recording of telephone business conversations.

Does Your Call Recorder Prime or Prevent Analytics?

Customer Experience, CX Concept, rating for satisfaction of product and service, miniature people staffs building the word CX

Top CX Stats to Know in 2023

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A New Path for IT Professionals

Magnifying glass and hourglass. Search for time and resources.

How to Reduce AHT and Improve CX

Hands counting to seven

Outsourcers: 7 Strategies for WFM Success

Wooden circles with arrows pointing in opposite directions.

The Ups and Downs of AI in Call Centre QA

Blue arrows missed hitting target mark - inaccuracy concept

How Yesterday’s WFM Paradigms Are Creating Silos of Inaccurate Data

Aerial drone sunrise view of suburban houses

How Can Housing Associations Deliver?

Phone surrounded by contact channels

“Channelling” the Best Channel Strategy

A rocket flying out of laptop screen on black background

Setting Up for Success With Digital Self-Service Initiatives

Call centre agents sat at desks

What Comes First, CCaaS or WEM?

Contact us and call center customer service concept, Icon mobile phone, email envelope, telephone and e-mail address

Multichannel Call Centre Basics

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Using Data to Drive Your Wellbeing Strategy

AI concept with robot and laptop

What’s the Problem With ChatGPT in Contact Centres?

Group of people looking at phone

The New CX Expectations of Millennials

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The Benefits of Conversation and Speech Analytics

Calculator and pen on blue background

How to use Erlang C to Effectively Plan Staffing

Call centre agent on phone with headset

How to Successfully Introduce Gig Customer Service

Panorama of beautiful countryside

How Utility Suppliers Can Win Over Customers Amid Mass Scrutiny

Gamification concept with game icons

Contact Centre Gamification: a Discussion