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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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Have Babelforce Gone Mad? Why Are They Organizing Their Own CX event?
How to Empower Frontline Employees With AI-Driven Feedback
10 Important Call Centre KPIs to Monitor
The Realistic Approach to AI for Growing Businesses
12 High-Impact Decisions You Can Make Using Dashboards & Reporting
How Does AI Improve Contact Centre Efficiency?
Hit the Ground Running! How to Help Your Agents Be Shift Ready
NLP-Based vs. LLM-Powered Sentiment Analysis
How to Extract Valuable Insights With Text Analysis
Case Study: Hollywood Bowl Increases Adherence to 95% With Injixo
A Beginner’s Guide to… Customer Profitability Analysis
The New CX – AI and Agents in Conversation
8 AI Capabilities to Look for in a Contact Centre Solution
6 Key Factors to Consider When Choosing the Best Contact Centre
How Does Call Centre CRM Software Work?
How Can Automatic Number Identification Benefit Contact Centres?
Creating a Cohesive Omnichannel Customer Support Experience
DORA’s Knocking: Will Financial Services Organisations Weather the Storm?
How BPOs Can Overcome 5 Common Challenges
Remote Workforce Management: Tips & Challenges
Video: How to Use the Sandwich Technique for Customer Service
Skills-Based Workforce Planning: Get the Gain Without the Pain!
How Does AI Improve Contact Centre Efficiency?
How to Measure CSAT Without Surveys
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Editor's Pick
The Best Ways to Deal With Last-Minute Time-Off Requests
What It Takes to Get Training Right in the Contact Centre
The 5-Star Customer Service Skills Your Team Really Need
Train New Agents in Just 30 Days
