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Guest Blogs

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

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Call Centre Forecasting Methods: How to Forecast Workload

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The Role of Real-Time Data in Workforce Management

KPI Concept

10 Important Call Centre KPIs to Monitor

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What Is Business Intelligence and Why Does It Matter?

WFM Concept

Contact Centre WFM: Long and Short-Term Planning

Customer Service Skills Concept

Essential Skills Every Contact Centre Agent Should Master

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10 Tips for Choosing the Right Cloud Contact Centre Solution

CX Trends Concept

CX Tech Trends Contact Centre Leaders Just Can’t Ignore

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WFM and AI: How AI Will Transform Workforce Planning in the Future

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Top 17 Contact Centre Metrics to Monitor in 2024

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29 Call Centre Metrics and KPIs

Capacity Planning Concept

The 2024 Guide to Contact Centre Capacity Planning

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Contact Centre Trends to Watch in 2025: A Transformative Year Ahead

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First Contact Resolution: What It Is and How to Improve It

WFM vs WFO concept

Workforce Optimization Suite or Specialist WFM Application: How to Choose

2030 Concept

Move Over 2025… Top CX Predictions for 2030!

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Managing a Distributed Workforce Management Team

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How AI Enhances Contact Centres to Elevate the Customer and Employee Experience

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7 Predictions for 2025: What Does Next Year Hold for the Contact Centre?

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10 Benefits of Low-Code Application Development in Contact Centres

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What Are the Key AI-Powered Innovations for 2025?

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6 High-Impact Ways to Improve Your Sales Performance Using AI Insights

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What’s Next for Voice AI Agents?

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What Does NPS Mean and How Can It Improve CX?